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Posted 3w ago

Technical Support Representative

@ Bridgeway Software
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Bellaire, Texas, United States
OnsiteFull Time
Responsibilities:resolve issues, gather details, troubleshoot bugs
Requirements Summary:Bachelor’s degree preferred; 3+ years in customer support; strong communication and troubleshooting skills.
Technical Tools Mentioned:Microsoft Windows, UNIX, Oracle, SQL, IIS, WebSphere, WebLogic, Tomcat, Lotus Notes, MS Office, Internet
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Job Description

Description

Essential Functions:


  • Responsible for resolving clients’ application questions or problems over the telephone and via email in the areas of system configuration/setup, product functionality.
  • Gather customer’s information (including but not limited to detailed problem description, environment and version information, error messages, log files) and determine the issue by evaluating and analyzing the symptoms.
  • Responsible for researching and reporting possible bugs/enhancements.  This includes replicating the issue in an internal environment, documenting the issue(s), appropriate referral to other service areas, follow-up, testing and troubleshooting.
  • Investigates and resolves technical issues at the application, server, database, Web server, Web application server and OS level.
  • Provides technical assistance on installation of applications on multiple platforms and operating systems.
  • Customer management – maintain regular contact with designated customers.  Review open tickets, provide suggestions, answer ad hoc questions
  • Other duties as assigned.

Requirements

Essential Qualifications:


  • A Positive, Customer-Focused attitude is critical!
  • Hands-on and analytical; natural technical abilities with excellent communication skills are a must; sound troubleshooting skills; and the ability to think outside the box. 
  • Bachelor’s degree in Information Technology, Computer Science or Business Administration is preferred.  Three or more years in a customer support environment. Experience working in a corporate legal department is preferred.
  • Proficient PC skills with knowledge of various software applications used in a business/legal environment (MS Office, Internet, Lotus Notes, etc.). 
  • Proficient knowledge of Microsoft operating systems (XP, 7, Windows Server) and UNIX.  Experience with networks and IIS, WebSphere, WebLogic and/or Tomcat
  • Experience with database applications – Oracle and/or SQL
  • Excellent interpersonal and communications skills, including technical writing.  Professional appearance and presentation required.
  • Demonstrated interest in keeping up with new technologies and applications.  Prior technical support/IS experience in a legal environment a plus.  Prior experience with BusinessObjects, HotDocs or DTE Axiom a plus.
  • Occasional travel required. 

Work Environment:


  • General office - Use of PC and related software applications. 
  • Heavy telephone usage (4+ hours/day). 
  • No special physical demands required other than that caused by occasional travel.

EOE Statement


Bridgeway Software, Inc. is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, color, creed, disability, marital status, national or ethnic origin, citizenship, race, religion, veteran status, military status, gender, sexual orientation, genetic information, gender identity or expression, or any other basis protected under federal, state, or local law.

Summary

Position Summary:


Provides telephone and email support to customers experiencing technical difficulties with the legal department management software product.  Performs diagnosis and guides users through steps to resolution.  The resolution process includes, but is not limited to, installing/uninstalling/reinstalling software applications, configuring software with customer’s IT infrastructure (OS, database, Web server, Web application server), configuring security profiles, verifying file formats, validating rule and report logic, troubleshooting data errors, providing ad hoc training on product features. Will be asked to carry a pager on a rotational basis in order to provide 24 hours a day, 7 days-a-week support, as needed.  Operates under moderate supervision, reporting to the Director of Support Services.  Typically requires three years or more of applications support experience. Legal department experience preferred.