Junior Support Engineer Job at Valsoft Corporation, Lebanon, TN

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  • Valsoft Corporation
  • Lebanon, TN

Job Description

Aspire Software is looking for an Junior Support Engineer to join our team in Lebanon !

Here is a little window into our company: Aspire Software operates and manages wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio

What your day will look like:

  • Ensure Customer Satisfaction and Service Excellence

  • Handle the most complex cases, whether self-assigned or escalated from junior engineers, to ensure prompt resolution and customer satisfaction.

  • Keep clients informed of the status of their cases, providing updates and maintaining open lines of communication throughout the resolution process.

  • Commit to having phone calls with clients in urgent cases, demonstrating a proactive approach to addressing customer needs.

Knowledge Sharing and Documentation

  • Share expertise and knowledge of the technology supported by the department, as well as departmental processes and procedures, to ensure correct treatment and satisfaction of customers with the junior engineers.
  • Create comprehensive documentation on problem-solving approaches encountered, contributing to the future efficiency and effectiveness of the department.
  • Provide training to junior engineers on both company and third-party software, fostering their professional development and enhancing overall team capabilities.

Meeting Service Level Agreements (SLAs) and System Maintenance

  • Ensure that shifts meet SLAs for response and resolution, maintaining high standards of service delivery.
  • Assist junior engineers in resolving cases, providing guidance and support as needed to achieve timely and satisfactory outcomes.
  • Perform system updates, prioritizing the most complex ones, to maintain system integrity andnfunctionality.

Client Engagement and Communication

  • Hold meetings with clients to discuss both their cases and company initiatives, building strongnrelationships and ensuring alignment with client needs and expectations.
  • Supervise communications with cases during shifts, not limited to those assigned, to ensurenconsistent and effective client engagement.
  • Commit to occasional trips to clients or meetings at head offices.

Departmental Collaboration and Contribution

  • Be available for internal departmental meetings on a daily basis to raise issues, offer ideas, and provide assistance as needed.

  • Fulfil assigned guarding shifts, demonstrating commitment to departmental responsibilities and contributing to overall operational efficiency.

  • Maintain knowledge of all products in the Media portfolio, staying informed about product features, updates, and developments.

Requirements

Technical Skills:

  • Basic knowledge of the technologies and systems we support.
  • Ability to quickly learn new technologies and procedures.

Communication Skills:

  • Excellent verbal and written communication skills.
  • Ability to explain technical concepts clearly and concisely to non-technical users.
  • Ability to effectively identify and resolve basic technical issues. Ability to work under pressure and manage multiple tasks simultaneously.

Teamwork:

  • Willingness to work in a collaborative environment and accept guidance from senior engineers.
  • Proactive attitude and ability to work independently when necessary.

Job Tags

Immediate start, Shift work,

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