SUMMARY:
To establish, develop, create, and improve client relationships by responding to requests, incidents, escalations and alerting from Netgain’s Support Team staff. This role analyzes and resolves problems with the aim of eliminating recurrences and reducing calls. Maintain a high level of client satisfaction when providing phone, ticket, and chat support. This is a full-time salaried position. This position may include scheduled time outside of normal business hours.
ESSENTIAL FUNCTIONS:
• Design, plan, execute, and maintain client solutions specific to monitoring services.
• Provide incoming technical support, recording issues and escalating to appropriate
Netgain teams, and/or Netgain management when necessary.
• Assist with internal escalation of client issues.
• Use advanced troubleshooting methods to address root cause and remedies to client issues.
• Stay informed of and effectively communicate Netgain solutions to meet technical needs for new and existing Netgain clients.
• Effectively communicate issue/project progress and resolution to clients while focusing on client understanding, appreciation, and participation in the problem-solving process.
• Provide process improvement recommendations for internal Netgain environments to
Netgain management.
• Contribute to Research and Development projects as directed by Netgain management.
• Establish and maintain accurate and appropriate knowledge base, procedure, and design documentation.
• Assist in training and development opportunities for Netgain employees.
• Participate in at least one technical committee to better understand and contribute to
Netgain build, operation, migration, and disaster recovery standards.
• Responsible for overall escalations and education to internal Netgain team members and clients.
• Continually improve technical competencies and communication skills.
• Accept other duties as they are assigned from time to time.
• Suggest innovative and creative new ideas and ways of improving processes.
• Cooperate with other employees to create a trusting, honest, and productive work team.
EXPERIENCE REQUIRED:
• Requires a LogicMonitor Professional Certification. A grace period of 180 days from the date of signature will be granted for completion of the certificate.
• Experience or education in event management tool, policy, process, and procedures.
• Certifications or education in Information Technology, Computer Science or specific programs/applications.
• Operational understanding of the administration, monitoring, and modification of
Microsoft Windows Server operating systems.
• Operational understanding of relevant Microsoft technology, including, but not limited to Windows Server and client OS, Active Directory, Remote Desktop Services, SQL, IIS, Exchange, DNS, and DHCP.
• Operational understanding of IP-based computer networking within LAN and WAN
environments.
• Operational understanding of virtualization technologies, including, but not limited to
VMware, Microsoft Hyper-V, etc.
• Operational understanding of regulatory compliance, including, but not limited to HIPAA, HI-TECH, and PCI-DSS.
• Operational understanding of cloud technologies, including, but not limited to Azure and
AWS.
• Operational understanding of automation concepts and languages, including, but not limited to VBScript, PowerShell, Batch, Java, etc.
• Microsoft Certified Professional – current on any platform-related product that Netgain utilizes.
PREFERRED EXPERIENCE:
• Experience troubleshooting and configuring accounting and tax software, including, but not limited to Intuit software, Wolters Kluwer software, Thomson Reuters software, etc.
• 2+ years’ experience in a support role involving process workflows improvements for consistency and efficiency.