Customer Engineer CE

Profile

Summary

Provides technical support to customers. Primary duty involves execution of complex tasks associated with the ongoing support of PerfectLaw® products. Requires an integrated skill set, knowledge of the technologies associated with installing, configuring, customizing, and integrating PerfectLaw products, and basic understanding of the business functions supported by PerfectLaw® products. This position operates under moderately close supervision.

Responsibilities

Work as member of the PerfectLaw® customer support specialist team. Primary duties include the following:

Provide front-line support for PerfectLaw® customers.

Requires an ability to listen closely and clearly identify the customer’s issues and needs. Must have strong troubleshooting and research skills to successfully resolve customer’s issues in accordance with PerfectLaw® service maintenance and installation contracts

Follow through on support calls to complete closure, by proactively contacting the customer to ensure that their issue has been resolved to their satisfaction.

Effectively manage many support calls and other tasks at one time.

Escalate to and work with product development or senior employees as necessary to resolve issues in accordance with PerfectLaw® service maintenance and installation contracts.

Coordinate and implement service pack delivery and product upgrades. Effectively carry out the project plan to ensure minimal effect on the customer’s production environment. This may occasionally require travel to customer sites. Participate on internal project teams. Identify project issues and communicate to the customer’s lead contact.

Work cooperatively with team members to successfully execute the overall team plan.

Requirements include:

Complete project task responsibilities correctly and on schedule.

Present a professional demeanor in terms of interaction with team members, other employees, partners, and customers.

Regular, reliable, predictable attendance at work.

Must be able to work regular business hours, travel to client’s site and occasional evenings and/or weekends as necessary.

Provide on-call support on a rotating basis.

Provide product training as necessary.

Perform other duties that may be assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The following requirements are representative of the knowledge, skill, and/or ability required:

Bachelor's degree in computer science or business or other related field.

One year of experience in at least one of the following areas:

Microsoft SQL Server database administration

Competent knowledge of the Legal industry

Competent knowledge of accounting

Ability to represent PerfectLaw in a professional manner to customers and the business community at large. Professional appearance and presentation required.

Excellent written communications.

Excellent verbal communications.

Effective interpersonal skills and ability to work in a team environment.

Equivalent combination of education and experience may substitute for stated requirements.

Proficiency in the following products and/or technologies:

Microsoft Word

Microsoft Excel

Microsoft Access

Microsoft Windows

Microsoft Visual Basic

Programming

Company info

PerfectLaw Software
Phone : 305.444.6200
Fax : 305.444.1428
Website : http://www.perfectlaw.com