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Customer Success and Support

The AMCS Group customer success team provides you with the tools to succeed. In order to achieve this, we employ a structured point of contact, with clear hand-offs during the project lifecycle and a user engagement program designed to fuel your success. 

Senior Software Support Engineer

Senior Software Support Engineer

AMCS is the leading global supplier of smart resource software and vehicle technology solutions for the waste, recycling and environmental services industry. Our enterprise software and SaaS solutions deliver digital innovation to the emerging circular economy around the world.

We are looking for an experienced Senior Technical Support Representative to join our Customer Support team in our Limerick office.

Responsibilities:

  • Address and resolve escalated customer questions and issues
  • Document all pertinent end user identification information in our CRM database
  • Prioritize, schedule, and administer all instances where enhancements and defect resolution are required
  • Collaborate with the Development and QA teams on issue resolution
  • Record, track, and document the problem-solving process
  • Become an application expert and training resource for the Customer Support team
  • Communicate application problems and issues to key stakeholders, including Management, Development, and Sales teams
  • Participate in after-hours on call rotation
  • Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues
  • Remain current on system information, changes/updates and new releases

Qualifications:

  • Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or related field and 5+ years of related work experience, or equivalent work experience
  • Prior Tier 2/3 support or escalation experience in a SaaS environment
  • Strong customer service skills with a high level of professionalism and ability to work in complex situations
  • Excellent oral and written communication skills with both technical and non-technical audiences
  • Self-motivated and desire to learn
  • Ability to work in a fast-paced environment
  • Networking administration and engineering skills ideal
  • Team player
  • Professional certifications including Microsoft SQL Server and Windows Server product lines preferred
  • Advanced in HTML, JavaScript, Microsoft SQL, SAP Crystal Reports, OOP and creating data-mining scripts
  • Experience in installation, configuration and administration of IIS web servers.
  • Experience building new Windows/IIS servers and setting up .Net applications.


Location
Limerick
Country
Ireland
Category
Customer Support & Success
Type
Full Time
Experience
NA
Language
English

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