This job has expired, please see additional jobs below
Client Support Engineer
Blackboard Inc.
Indianapolis, IN, United States
Job Details - this job has expired, please see similar jobs below
With nearly 20,000 organizational customers and millions of student users, Blackboard is the world's leading education technology company.
POSITION RESPONSIBILITIES
Our Client Support team has a proven track record of delivering high quality technical support to our customer base. We are looking for motivated, technically-savvy and customer service-oriented Client Support Engineers to join our Chantilly, VA based Managed Hosting Technical Support team.
Duties and Responsibilities:
• Support clients via telephone and the web while resolving their issues related to Blackboard products and related technologies
• Troubleshoot product and managed hosting environment issues to determine the problem root-cause(s) and solutions
• Manage cases via daily queue and workload management and handle escalations
• Effectively account manage one or more critical clients who require a period of focused management, including the coordination of multiple issues internally or externally
• Provide second level support and escalate software defects to Product Development
• Focus on delivering a positive client experience by actively supporting the client and keeping them up to date throughout the lifecycle of the case
• Document data into the internal CRM systems
• Author and edit technical documents (Knowledgebase wiki articles, FAQs, and resolutions)
• Mentor Level I staff on technical troubleshooting
• Develop specialty areas of expertise to become in-house SME for those specialties
• Undertake technical and departmental projects as assigned
• Maintain and drive strong process and policy adherence
• Participate in after hours call rotation
Specific Assignments for Client Support Engineers:
• Client Support Engineers will be assigned to specialize in supporting specific technical areas of the application. These specializations include but are not limited to:
◦ Front end application expertise on par with Instructional Designers
◦ Diagnostics and troubleshooting of web based product components and their underlying technologies
◦ Technical infrastructure including operating systems and databases
◦ Network infrastructure, performance troubleshooting, load balancing
◦ Integrate components to other systems such as Student Information Systems
Essential Skills, Experience and Education:
• 4 + years of Red Hat experience or other Linux / Unix operating systems
• Oracle database administration knowledge including troubleshooting, configuration, and tuning
• Understanding of Internet application technologies including; HTML, XML, Internet protocols, networking, firewalls, IIS and/or Apache web server configurations and security
• Strong understanding of SQL Queries
• Familiarity with Java application environment
• Problem-solving skills in complex web environments
• Strong knowledge of system and database administration principles
• Bachelor's degree in Computer Science or Information Systems preferred
• Ability to replicate, diagnose and resolve problems
• Focused and detailed in handling, tracking and documenting technical issues
• Strong team player with excellent communication skills and customer interaction skills
• Excels in Customer Service and understands “Customer First” philosophy
• Demonstrates leadership and initiative
• Experienced in a self-directed work environment
• Portrays a professional demeanor with the ability to establish and maintain effective business and client relationships
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national original, age, religion, disability, marital status, sexual orientation, gender identity or expression, military/veteran status, or any other protected factor.
Location/Division: Indianapolis, IN, USA Job Requisition: BB-1128