ThoughtFarmer, a fast-growing software product by OpenRoad Communications, is helping companies communicate and collaborate in new and powerful ways. We defined the “social intranet” market segment and our software is used around the world by organizations like the Canadian Medical Association, eHarmony, Guardian News & Media, Mountain Equipment Co-op, Penn State University and YVR Airport Authority.
Reporting to the Client Services Manager (www.thoughtfarmer.com/about), the Technical Support Engineer is accountable for assisting ThoughtFarmer clients with installing and upgrading their ThoughtFarmer intranet, answering technical questions and diagnosing and troubleshooting client issues. The Technical Support Engineer will also work closely with the product development and planning teams. The ideal candidate is an excellent self-directed problem-solver and is passionate about our clients' happiness and their social intranet's su! ccess.
Specific responsibilities include:
- Communicate with clients. Troubleshoot by phone, email, in person and through our ticket-management system.
- Assist clients with their network and server configurations, to ensure reliability and performance.
- Install and configure new ThoughtFarmer instances. Upgrade and verify existing ThoughtFarmer instances.
- Participate in and assist with product planning, sales and marketing activities.
- Assist with creation and maintenance of technical documentation.
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