Job description

Synergis Software, a leading software developer of engineering document management solutions has an opportunity for a Helpdesk Technician who is extremely motivated to bring their data management and problem-solving expertise to our customers. The Helpdesk Technician is responsible for providing post implementation and ongoing support to our customers.
Requirements

• 3+ years Help Desk experience, supporting data and/or document management solutions, PDM, PLM or other enterprise software solutions
• Experience working with MS SQL
• Product level support experience
• Must have strong troubleshooting & problem-solving skills
• CAD & Engineering process experience a plus
• Ability to create rapport quickly and build strong relationships
• Strong oral and written communication skills required
• Ability to remain calm and foster calm and trust in others in pressurized situations
• Ability to work extended hours as needed to meet customer needs from other time zones

Good To Have

• Ability to troubleshoot IIS
• Ability to research and troubleshoot LAN performance
• Experience with web troubleshooting tools such as Wireshark, Fiddler, etc.
• Thorough understanding of SSL Certificates and how to install them

Essential Tasks, Duties, and Responsibilities
CUSTOMER HELPDESK SUPPORT
Provide client support both in-house and over the phone, including:

• Acting as primary helpdesk support contact for all Adept helpdesk tickets.
• Maintaining and updating tickets in Salesforce.com and/or defect database.
• Provide extended helpdesk assistance, as determined necessary with Manager
• Responsibility for timely closure of all assigned Helpdesk tickets
• Maintain appropriate communication skills, including proper phone demeanor, courtesy, and written email skills to customers and co-workers
• Escalation of appropriate Helpdesk tickets when necessary
• Focusing on achieving customer satisfaction, including awareness of team goals and ongoing metrics
• Participate in team meetings as deemed necessary
• Maintain positive work environment for self and team members

QUALITY ASSURANCE
Participate in Quality Assurance tasks as assigned, including:

• Participating in alpha and beta testing of new Adept versions
• Log bugs into appropriate Adept bug database
• Setting up virtual environments to replicate client issues
• Acting as contact with development for all submitted logs

Documentation

• Create documentation to help clients address specific concerns such as white papers, tech bulletins and knowledge base articles
• Review existing documentation for discrepancies and either revise or create defects for documentation errors

About Synergis Software
Headquartered in Quakertown, Pennsylvania, Synergis Software has nearly three decades experience developing, implementing, and supporting engineering document management and workflow solutions for organizations around the world, in more than 40 industries, in public and private sectors, from startups to Fortune Global 500 companies. Our flagship product, Adept, enables companies to effectively leverage business and design content across the enterprise to drive growth, mitigate risk and gain competitive advantage.
Synergis Software’s exceptional people and rich culture are our greatest strength, our unique advantage, and our most important asset. They are the heart of our success and are behind the innovative solutions and extraordinary customer service we deliver.
We attract talented, passionate, and committed people who share the essential core values that define our organization: integrity, honesty, quality, customer focus, commitment, passion and product excellence. We thrive in a flexible and dynamic work environment founded on openness and communication. We embrace diversity, nurture innovative ideas, and encourage every employee to be an active architect of a better organization
When you join the Synergis team, you can expect outstanding growth and earnings potential. We offer a competitive base salary, profit sharing, 401K, fully comprehensive benefits, and an outstanding culture that supports your development and recognizes your achievements.
All qualified applicants will receive consideration for employment without regard to race, color, religious creed, ancestry, national origin, age, sex, sexual orientation, sexual identity or handicap.

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Job Type: Full-time

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