Location:

Tumwater, WA

General Description

The qualified candidate will provide in-office technical support via phone, email, and remote support software.

Responsibilities

Provide support and technical assistance to ImageSource internal and external customers.
Review customer support requests, contact customers to clarify requests, and ensure that all necessary information is obtained.
Document, research, track and resolve customer issues in a timely manner.
Develop technical solutions related to software and setup errors. This includes the creation of or assistance with the creation of a resolution or workaround procedures.
Monitor customer tickets and escalate urgent problems as appropriate.
Continually communicate progress to customers and maintain favorable client relationships.
Maintain a working knowledge of all ImageSource-supported products and technologies.
Work with Product Development on issues, enhancements, and testing of product related items.

Qualifications

Bachelors/Associates Degree in a related technology or computer engineering field preferred.
Prior success as a support technician preferred.
Knowledge of databases such as SQL Server.
Technical depth in one or more computer engineering disciplines.
Ability to resolve challenging problems in a timely, efficient, and effective manner.
Excellent communication and interpersonal skills.
Certifications a plus: AIIM Certified Information Professional (CIP), Microsoft Certifications

Commonly Supported Technologies

Microsoft Client and Server Operating Systems, Microsoft Office, Microsoft SQL, Internet Information Services (IIS), .NET Programming, Microsoft Azure, ILINX Software Suite, Kofax Capture, OpenText AppXtender, Oracle IPM/WebCenter

Mandatory Training & Certifications

ImageSource computer-based training (CBT) within 7 days of hire
- Expense Report Training
- Leave Request Training
Support Department computer-based training (CBT) within 7 days of hire
- Support Department Training Guide
- Support Requests Best Practices
- Troubleshooting Guidelines
- Communication Essentials
Informal certification with ILINX Capture, ILINX Content Store, ILINX eForms, ILINX Import and ILINX Export within 30 days of hire

Other Duties

This job description is not designed to cover or contain a comprehensive listing of responsibilities, tasks or duties required by the employee. Responsibilities, tasks, and duties may change, or new ones may be assigned at any time with or without notice.

ImageSource Values Demonstrate consistently high standards of character and live the ImageSource values of excellence, service, respect, honesty, optimism, and leadership.

Support Engineer