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Client Support Engineer
Blackboard Inc.
Indianapolis, IN, United States
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Blackboard Client Support’s mission is to provide accurate and timely service to all of our users and partners. We work to drive interactions that resolve issues quickly and efficiently while fostering positive relationships. As part of the Client Support team you will work to put the customer first while delivering an experience that is industry leading.
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
• Liaison with Operations team who deploy, configure and maintain client environments within Managed Hosting and SaaS environments
• Provide second level support and escalate software defects to Product Development via JIRA ticketing system
• 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 ServiceCloud CRM system
• Author and edit technical documents (Knowledgebase wiki articles, FAQs, and resolutions)
• Mentor Tier I staff on technical troubleshooting, case handling, and client experience
• Undertake technical and departmental projects as assigned
• Maintain and drive strong process and policy adherence
• Participate in after-hours call rotation and holiday coverage (compensated)
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 experience with Linux / Unix operating systems
• Oracle and/or PostgreSQL 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 AWS EC2, RDS
• Exposure to Kibana logging tool
• 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
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.
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
Location/Division: Indianapolis, IN, USA Job Requisition: BB-1798