Location: East Greenbush, NY
Status: Full-Time
Benefits: Company paid medical and dental, holiday, and vacation

Autotask Corporation is seeking highly motivated candidate to join one of the fastest growing Software as a Service companies in the Northeast as a Technical Support Specialist in our Client Services/Product Support Department.

Autotask provides an innovative, web-based business management solution to automate and manage people, projects, and processes more efficiently. Founded in 2001, Autotask achieved profitability almost immediately and has since become the pioneer and #1 provider of web-based IT Services Management Software.

Autotask has won numerous local and national awards for its technology and its management including "Rising Star," and has been recognized for the past four years as one of the "Great Places to Work in the Capital Region". Autotask has also enjoyed revenue growth year over year

Job Summary
To work in a web-based customer response and support environment designed to achieve high levels of customer satisfaction. Role will be to respond to, escalate, and resolve all incoming customer requests for technical support on the Autotask web-based application and third-party extensions and Autotask’s API. They will create "raving fans" by delivering the highest level of service in the industry.

Essential Responsibilities :

• Rapidly identify and respond to all incoming customer support requests via phone, email, or client access
• Troubleshoot and resolve issues
• Continually triage and prioritize incoming tickets
• Install and maintain Autotask “ Enterprise” systems
• Build ongoing relationships with customers
• Identify when customers need to work with designated Account Managers to resolve workflow or other in depth process issues
• Look for opportunities to up sell professional services
• Help maintain our customer online help tool
• Identify areas where processes may be improved
• May assist with software testing and other Quality Assurance efforts
• Provide input to development on key features for future versions of products
• Provide post release feedback to company

• Excellent technology aptitude
• Strong written and verbal communication skills, including the ability to appease frustrated or angry callers in a positive, sympathetic, and diplomatic way.
• Strong knowledge of databases and associated architectures (especially MS SQL)
• Basic programming experience with .Net
• Good working knowledge of HTML and basic ASP and JavaScript skills.
• Excellent organizational skills.
• Strong attention to detail.
• Ability to manage multiple projects.
• Extensive experience working with MS Office applications.
• General business management knowledge.
• Demonstrated aptitude for learning new technologies and applying general and industry specific business knowledge in a fast paced, analytical and team-oriented environment.
• Strong technical skills: operating system navigation, conceptual network connectivity, Internet and internet browser literacy, file system basics.
• Effective troubleshooting skills: habitual use of triage based approaches to problem solving where the solution is reached by reducing the complex to the simple with an ever-narrowing focus.
• Experience managing and responding to multiple issues in the same time period.
• Knowledge of organizational workflow processes a plus.

Education Requirements:

• Associates or Bachelors degree in Computer Science, Business Administration, Information Technology, or related field preferred

To apply for this position, please click here to email with your qualifications, resume, and salary history.

» Back to List