Product Support Engineer - Windows OS - Remote (26-24)

Product Support Engineer - Windows OS - Remote (26-24)

Technical Support United States

Apply

Description

The Product Support Engineer is responsible for ensuring maximum uptime and reliability for Spok customers’ mission critical solutions through professionalism, timeliness and dedication to quality resolutions.

Responsibilities

Taking ownership of reported customer technical issues and seeing problems through to resolution.

Facilitating customer communication.

Applying application patches as needed.

Utilizing remote secure access technologies to diagnose and resolve customer issues.

Collaborating with team members to troubleshoot and resolve issues.

Consulting with other vendors to identify the best approaches to resolving complex issues.

Review customer information, manuals, procedures, and processes to ensure accuracy and quality.

Creating and maintaining knowledge articles that are used internally and externally for training, best practices, solutions, or environmental processes.

Providing Root Cause Analysis to customers based on troubleshooting effort and identifying recommendations for long-term solutions.

Preparing change control documentation for product corrections or configuration changes.

Using your knowledge of Spok products, infrastructure, related technologies, and critical thinking skills to research and provide guidance to the customer for issue resolution.

Advising customers on best practices to meet their business needs through application software, hardware, or system functionality of Spok products.

Meeting service level expectations and ensuring proper documentation of reported issues.

This position involves on-call responsibilities for critical customer issues and is rotated amongst the team 24/7/365.

Required Skills & Experience

Associates degree in a technical field preferred

2+ years of previous proprietary software support experience for external customers

Experience in Windows Server OS (operating system)

Experience in SQL

Salary range: $75,000-85,000

Strong customer support skills and the ability to quickly assess client personalities and technical skill level and work toward positive resolutions

Well-developed oral and written communication skills

Ability to work under pressure, stay calm and in control while performing critical thinking to resolve technical issues

Ability to work in a fast-paced environment

Occasional travel to customer sites may be required (less than 5%)

Pay and Benefits: There are a host of factors that can influence final salary for a position at Spok, including, but not limited to, geographic location, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at Spok that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At Spok, you will receive comprehensive benefits such as; three robust health, pharmacy, vision and dental care plans including a health savings account option, wellness, financial wellness, retirement, family support, continuing education, and time off benefits. Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ: SPOK), headquartered in Plano, Texas is proud to be a global leader in healthcare communications. We deliver clinical information to care teams when and where it matters most to improve patient outcomes. Top hospitals rely on the Spok Care Connect® platform to enhance workflows for clinicians and support administrative compliance. Our customers send over 70 million messages each month through their Spok® solutions. Spok enables smarter, faster clinical communication. Spok is a trademark of Spok Holdings, Inc. Spok Mobile and Spok Care Connect are trademarks of Spok, Inc. At Spok, Inc., we provide equal opportunity to all employees and qualified applicants without regard to race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, pregnancy, disability, protected veteran status, or any other protected status or characteristic. Should you have a disability and need assistance or accommodation in the application process, contact Human Resources at 1-800-852-8935