Associate Technical Support Engineer - Core

Job Summary

As an Associate Technical Support (ATSE), you will have the amazing opportunity to combine creative problem-solving, providing great customer experience and utilizing technical skills in one role! As a member of our 24x7 Customer Support team, you will provide a service experience second to none as you help our customers tackle their problems head on and crush any technical obstacles in their path. You will be supported by our internal best-in-class team, receiving ample training and development opportunities to help get you up and running and ready for prime time. If you are looking for an opportunity that allows you to interact with customers and become an expert in world-class technology, this may be the perfect fit for you!  

Responsibilities

• Provide technical and/or consultative support to customers regarding iCIMS platform, integration products, and methodologies 
• Conduct root-cause analyses and provide customized solutions to customers aligned with their internal processes by analyzing, prioritizing, troubleshooting, and resolving or facilitating resolutions for primary and ancillary products 
• Demonstrate excellence in customer service skills by keeping a positive, caring, can-do attitude for our customers 
• Address, troubleshoot, and resolve customer concerns and issues in a timely manner 
• Troubleshoot customer issues using remote desktop software.
• Interact with customers through phone and email to address and resolve concerns and issues 
• Dedicate yourself to the success and satisfaction of our customers 
• Re-create and solve customer problems within our Applicant Tracking Software (ATS) 
• Re-create, document, and manage examples of software bugs 
• Responsible for learning iCIMS’ platform and ancillary products quickly and providing accurate information about them to our customers 
• Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies 

Qualifications

• 6+ Months of work experience in a customer service role
• Must have good working knowledge of Windows/Mac OS and its components
• Strong customer relations skills
• Strong written and verbal communication skills
• Capacity to control an interaction in a consultative way
• Capable of multi-tasking in a fast-paced work environment
• Strong knowledge of web-browser based technologies
• Ability to be flexible in work schedule; including nights and weekends.