Software Support Engineer

Responsibilities

• Ownership of technical enquiries - Identify, diagnose and resolve incidents raised by clients.
• Progressing all incidents through to resolution and working with the client to verify effectiveness of solution.
• Execute tasks to help our customers successfully install, integrate, and maintain Pitney Bowes Technologies in accordance with our best practices.
• The successful candidate will have a customer centric attitude by understanding how customers use the Pitney Bowes Technologies, helping to continuously improve the customer experience, and having an I own the resolution mentality.
• Perform root cause analysis to determine failure trends and work with technical teams to improve the quality of the solution.
• Participates as a subject matter expert in supporting the development and launch of new products and solutions into the Pitney Bowes space.
• Offers recommendations to engineering on product features and modifications through client feedback and analysis.
• Provides input for improvement and updating of technical documentation (User Documentation, Standard Operating Procedures, FAQs).
• Responsible for creating and maintaining technical training curriculums.
• Thoroughly document client communication and solutions in ticketing system.
• Strong interpersonal skills to interact with clients and internal teams.
• Strong written communication skills to respond to client communications and publish technical documents.
• Innovate on current processes to constantly improve support operations.

Qualifications

Skills Required

Root Cause Analysis, Documentation, Subject Matter Expert, Client Handling