Contents
Technical Services | Product Support Engineer
Perceptive Software created ImageNow document management, imaging and workflow to form a direct and effortless connection between customers, colleagues and the documents they need to simplify their daily business processes. Armed with a patented integration technology, Perceptive Software is an aggressive and fast-growing competitor in the document management marketplace.
Perceptive Software, Inc. is enjoying rapid growth with its unique, patented document imaging, management and workflow software. Due to this growth, PSI is expanding their Product Support Team and is seeking additional Product Support Engineers. These Engineers are responsible for providing technical support to our customer base of system administrators and end-users. The candidates must possess exceptional customer service skills and have the ability to demonstrate technical knowledge combined with excellent troubleshooting skills.
Challenge
To provide comprehensive support for our customer base, to meet or exceed the standards of service outlined in our support and maintenance agreements, and to ensure the highest level of customer satisfaction.
Requirements
PSI is interested in candidates that demonstrate the following skills:
- ability to work either a 3:00pm-12:00am shift or a 11:00pm-7:00am shift, flexibility on days of the week
- ability to proactively and energetically interact in a team environment
- ability to adapt to and work with a highly diverse customer base
- ability to rapidly learn new technology, including our document imaging suite of products
- ability to prioritize and manage multiple tasks while remaining detail oriented
- ability to communicate, written and oral, in a professional fashion
- ability to accurately and professionally document all work
As part of the job description, the candidate will be expected to:
Provide frontline product support for incoming phone, email and web based support requests, follow proper troubleshooting process through resolution, professionally document all issues in PSI's product support issue tracking database, work with PSI team members to efficiently troubleshoot and solve problems, and be willing to work shift hours, which, at times, requires flexibility.
Technically, the candidate will be expected to:
Clearly understand and be able to perform troubleshooting on PSI's entire document imaging, management, and workflow software suite of products, assist other Product Support Engineers in assigned work, and be able to provide back-up and emergency support when necessary.
For customer satisfaction, the candidate will be expected to:
Provide timely and accurate communication of issue status and resolution to the customer, accurately and professionally document all communication with the customer for viewing on PSI's product support web portal, and be willing to work with the Product Support Manager to resolve outstanding customer issues.
Qualifications
An information technology related college degree or equivalent work experience is preferred.
Previous help desk experience is a bonus.
Excellent written, verbal, and organizational skills.
Excellent customer service and people skills.
Strong technical, analytical, and problem solving skills.
Ability to work a 3:00pm-12:00am shift, flexibility on days of the week
Successful candidates will have the opportunity to learn and work with the following technologies:
- Operating Systems: Windows 95/98/NT/2000/XP, Unix (Solaris, HP/UX, AIX), Linux
- Application Software: Microsoft Office (Excel, Word, Access), Lotus Notes, Internet Explorer
- Database Software: Microsoft SQL Server, Oracle, C-tree, DB2
- Web Application Software: JRun, Tomcat, WebSphere, WebLogic, IIS
- Hardware: Peripheral installation & configuration (scanners, SCSI cards, SCSI devices).
- Development: Visual Basic Script, Java Script, HTML (DHTML, ASP)
- Networking: TCP/IP protocol, Ethernet, WAN, LDAP, Active Directory, Novell NetWare
- Messaging Systems: Lotus Domino, Mocrosoft Exchange, Novell GroupWise
- Communication: Technical writing skills
Travel
This position does not require any travel.
Location
Shawnee, Kansas
Contact
Please send your resume with cover letter outlining your interest and abilities to:
We recruit from the regional Kansas City area.
Perceptive Software, Inc.
22701 West 68th Terrace
Shawnee, Kansas 66226
Attn: Human Resources
E-mail:
jobs@imagenow.com
Fax: 913 422 3820
Web: www.imagenow.com
Hiring Practice
Thank you for your interest in a career with Perceptive Software, Inc. or Perceptive Software Limited. Perceptive Software adheres to a policy of equal employment opportunity. All employment decisions are made without regard to race, religion, age, sex, color, national origin or handicap, and in full compliance with all US federal and state laws and European Union employment laws. For U.S.-based positions, applicants must be legally authorized to work in the United States. Perceptive Software does not provide sponsorship for employment visa status. The number and type of employment opportunities available with Perceptive Software vary. No material contained on this web site, nor anything in a formal employment application or the granting of an employment interview, should be construed as a promise of employment.