The Senior Technical Support’s role for the is focused on providing support for’s internal users. This senior role will involve technical lead, escalation management, leading support improvement projects and mentoring of junior support to ensure successful deployment of internal and external applications. It requires the ability to identify the root causes for reported customer issues and to provide appropriate solutions to minimize customer down time and customer business impact. Resolution of customer issues may involve: code error diagnosis, code development, testing, validation and implementation so there is an extensive requirement for the Senior Technical Support to be able to read and understand Coldfusion and other Code to determine behavior and function.

Essential Job Functions:

• Communicate via web-based applications, live chat and/or in-person to resolve customer issues
• Help improve the documentation of products to help customers and minimize support load
• Recreate customer environments to enable the replication and debugging of customer issues
• Debug, code and create patches to support customers
• Help improve and streamline internal processes
• Verify Bugs raised against products
• Mentor and train junior technical support staff
• Manage customer and internal escalations
• Lead support improvement projects to ensure continual betterment in the customer support experience
Skills & Qualifications:
• Excellent written and verbal communication skills
• Demonstrated ability to gather relevant information and diagnose issues effectively and efficiently
• Proven ability to solve problems and learn new technologies
• In depth Operating Systems knowledge
• Coldfusion/Java/J2EE Programming experience
• In depth experience with 1 or more Application Servers (ie. Tomcat, Apache, JRun, etc.)
• In depth database and SQL experience

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