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User Support Engineer

Aunalytics

Position Overview

As a User Support Engineer, you will work closely with the Aunalytics Software Team to support end-users of Aunsight, our proprietary, end-to end, cloud analytics platform. Your work will help ensure that end users can easily use our solutions and enjoy doing so; clients won’t just need to use our solutions, with your help, they will want to, and they will come back again and again!

Essential Duties & Responsibilities:

  • Provide professional, effective technical support to end users of Aunsight (our proprietary, end-to-end, cloud analytics platform)
  • Research and resolve technical problems of moderate complexity
  • Provide troubleshooting via phone, email, and online requests
  • Document, track, and monitors user issues using applicable systems and tools
  • Ensure issues/ ticket requests are properly assigned to appropriate resolver group and act as a coordination point for incident and service requests that include multiple tasks
  • Review troubled/aged ticket reports and prioritize tickets for follow-up; Contact appropriate resolver teams to understand status of tickets and rationale for troubled/aged tickets
  • Identify trends in tickets and communicate those trends to the appropriate team members
  • Share knowledge to end users through technical articles and documentation
  • Advise end users of Aunsight’s proper use and address specific user issues

Required Skills:

  • Bachelor’s degree (or equivalent through education/work) in a computational discipline: Computer Science, Web Development, Human-Computer Interaction, Mobile Computing, Graphic Design, Software Engineering, or related field
  • Solid understanding of IT environments, computer assets, and IT operations
  • Ability to diagnose and troubleshoot basic technical issues
  • Exceptional technical communication skills; demonstrated ability to describe technical problems concisely and clearly to escalation support engineers
  • Exceptional skill in simplifying and explaining complex technical language to non-technical individuals
  • Ability to interact professionally and effectively with high-level clients (end users)
  • Passionate about delivering exceptional client/ end user experience
  • Demonstrated critical thinking skills and an ability to think on your feet and take a methodical approach to troubleshooting
  • Excellent written and verbal communication skills
  • Communicates clearly and effectively across small teams to foster a friendly collaborative work environment
  • Resourceful in getting things done, self-starter, and productive working independently or collaboratively – ours is a fast-paced entrepreneurial environment with performance expectations and deadlines
  • Ability to learn quickly and contribute ideas that make the team, processes, and solutions better
  • Share our values: growth, relationships, integrity, and true grit
Position Details

Location: South Bend, IN
Type: Full-time

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