Jenoptik is an international photonics group with representatives in over 80 countries. Optical technologies are the foundation of our business. We employ around 4,000 people worldwide.
RESPONSIBILITIES INCLUDE (BUT ARE NOT LIMITED TO):
A Software Support Engineer provides technical support for users of company products, including internal personnel, both current and prospective clients
Research, replicates, diagnoses, troubleshoots, and identifies solutions to resolve technical company product and system issues.
Installs, configures, and maintains the company's product(s)
Provides detailed documentation of all technical issues within call tracking database.
Collaborates with quality assurance and development teams on issues and steps needed to resolve them.
Respond and resolve client support tickets.
Create and provide input for improvements and corrections of process documentation.
Collaborate with the Operations and Dev teams when diagnosing difficult issues or building new features.
Continuous education - both product focused and improving technical skills
Contributing input to user stories for product fixes and features
QA Signoff on changes/updates to client application if needed.
Spends time on client calls with other internal support personnel for information collection, set up and support tickets.
Other duties or functions for support as needed. REQUIREMENTS:
Proficiency in written and verbal communication skills
Associates or Bachelor’s degree in computer related field and 1-2 years’ experience with Software products, SQL, Cloud applications and APIs
Interpersonal skills leading to success - cooperative, courteous, flexible, and good-natured.
Ability to successfully organize and prioritize workload.
Ability to speak and interact directly with clients and provide great customer service.
Reliable team player who is on time, engaged, and contributing.
Excellent problem-solving skills are paramount with dependable follow through of actionable items.
Capacity to work independently and work well within a team environment. PHYSICAL REQUIREMENTS:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use of hands or fingers to handle, or feel objects, tools or controls and keyboarding; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk and hear.
Vision must be correctable so that employee may visually detect scratches and digs.
The employee must occasionally lift and/or move up to 50 pounds.