Technical Support Intern

Tungsten Automation is seeking a Technical Support Intern to work within the Technical Support division. You will work within a fast-paced environment alongside our Technical Support department

The Technical Support Intern is responsible for providing 1st level technical support to end customers of Tungsten Automation Corporation desktop products, and resolving reported issues in an effective and timely manner.  In addition, the position requires frequent interaction with Subject-Matter Experts and Sr. Technical Support Engineers to properly document and the escalation of undocumented issues.

Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures.

• Provide 1st level technical support to our customers via phone, web, and email and other support channels as required.
• Take ownership of customer issues, provide prompt and accurate feedback to customers, and see problems through to resolution.
• Effectively communicate complex technical issues to customers and elevate unknown or undocumented issues to Subject-Matter Experts and Senior Technical Support Engineers, providing detailed description of problems along with steps taken to analyze the problems
• Providing support for Tungsten Automation PDF product
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues related to application use, design and configuration.
• Provide prompt and accurate feedback to customers.
• Elevate customer issues to senior support engineers as needed, providing detailed description of problems along with steps taken to analyze the problem.
• Participate in regular support team meetings.
• Work with test systems for replication of user issues.

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

Required Skills

Required Experience

Kofax, Inc. is an Equal Opportunity Employer M / F / D / V