6. CUSTOMER SUPPORT ENGINEER (Software) - Boulder, CO
Posted by: "Cindy Fields" Cindy.Fields@rallydev.com
Date: Tue Dec 11, 2007 2:35 pm ((PST))
Customer Support Engineer
Rally Software Development (www.rallydev.com
) located in Boulder, Colorado is a dynamic, growing company that
provides software-driven enterprises with the knowledge, coaching and
tooling needed to succeed with Agile development practices.
Due to our success, we are seeking a Customer Support Engineer to join
our team.
Responsibilities:
* Works as part of a high performance support team to promptly
identify, analyze and resolve customer inquiries, concerns, and issues
with customer satisfaction and production in mind.
* Professionally respond to telephone calls, emails, and web-based
requests for technical support for our hosted software.
* Track and monitor open support issues to ensure service level
standards are met.
* Assist in developing and participating in projects to improve
support capability and systems deployment.
* Act as a Liaison between customer and product development to
ensure identified problems are resolved to completion.
* Assist in writing Technical Documentation; conduct Customer
Training and provide Customer Advocacy perspective to development
organization.
* Continuously strive to improve the quality of customer service
and customer loyalty.
The ideal candidate will have the following experience and attributes:
* Possess superior problem solving skills with a proven ability to
exercise sound judgment to solve complex issues, recognize business
critical situations and escalate as needed.
* 2 + years previous customer software support required, ideally
supporting Web applications.
* Excellent analytical and communication skills.
* History of outstanding customer service and customer advocacy.
* Interest in acquiring deep product and methodology expertise;
experience with Requirements Management and/or Agile methodologies a
huge plus.
* Ability to work effectively in a fast-paced and fluid
environment.
* JSP, HTML, .Net, SOAP skills desired.
* BA/BS degree in Computer Science, Engineering or related field a
plus.
At Rally we're looking for people who are passionate about the software
industry and want to work with the best and brightest. We value
teamwork, the ability to meet commitments as well as skill and in
return
offer an exceptional opportunity to grow. We strive for a healthy,
productive work/life balance, while enjoying the opportunity to
substantially contribute to the direction and success of a vibrant
software business.
If this sounds like an environment you might thrive in, please email
resume to jobs@rallydev.com.
Join our award winning team!
Jolt Award Winner 2006 & 2007 - Best Product in our Category
Locally Most Innovative Product (IQ Awards)
Top "Best Company to Work for in Colorado" 2006 & 2007
