RESPONSIBILITIES
Exceeding customer expectations by providing a tailored service experience.
Identify and resolve customer issues via incoming calls, emails, etc.
Provide customers with knowledge regarding software functionality and best practices.
Identify and reproduce software defects for submission to development.
Provide Customers with root cause analysis and in-depth troubleshooting.
Meet and exceed Service Level Agreements through effective incident management.
Writing Technical Documentation (i.e. Knowledge Base Articles).
Contributes to the departments' Key Performance Indicators (KPI)
Performs software implementation, installation, and upgrades to MasterControl customers.
Updates and maintains reports for customers and key internal contacts.
Provides backup support to other CSE team members.
Works directly with escalation engineers to assure resolution of critical customer issues.
Provide and participate in technical training and knowledge transfer for new or complex products.
Contribute to overall content and quality of knowledge base utilizing the Knowledge-Centered Support principles.
As directed, performs special projects.
PREFERRED SKILLS
Excellent customer relationship and advocacy skills.
Advanced application troubleshooting skills.
Database management knowledge / MS SQL experience required.
Attention to detail.
Professional-level writing and communication skills.
Professional English language, speaking/writing skills
LDAP & Active Directory experience / knowledge desirable
Understanding virtual environments. Strong experience desirable.
Programming experience / knowledge (Java Script, HTML) helpful
Proficient with Claude Code or similar
PHYSICAL DEMANDS AND WORKING CONDITIONS
May work a variety of schedule hours, as required
Must be willing to work USA hours of operation on a consistent basis
Travel may be required
Why Work Here?
#WhyWorkAnywhereElse?
MasterControl is a place where Exceptional Teams come together to do their best work. In fact, hiring Exceptional Teams is a core value of ours. MasterControl employees are surrounded by intelligent, motivated, and collaborative individuals. We like to call it #TheBestTeamOnThePlanet.
We work hard to develop and challenge our employees' skillsets, recognize their contributions, encourage professional development, and offer a one-of-a-kind culture. This is why we say #WhyWorkAnywhereElse?
MasterControl could be your next (and last) career move!
Here are some of the benefits MasterControl employees enjoy
Competitive compensation
Schedule flexibility
Fitness clubs (you get paid to have fun and be active!)
Company parties and employee recognition programs
Wellness programs
Much, much more!
