Who is ECI?At ECI, our mission is to enable the entrepreneurial spirit of small and medium-sized business owners. But ECI doesn't simply deliver amazing software solutions; we also have an award-winning company culture.We offer competitive benefits focused on employee well-being, including paid volunteer time off!We have been named by Achievers on its prestigious 50 Most Engaged Companies To Work For list for the last five years.We have received international recognition for our high levels of employee engagement through Certification as a Great Place to Work four years in a row.Our culture of creativity, innovation, and leadership has garnered over a dozen International Business Awards (Stevie).Come join a worldwide team with a strong culture of inclusion, professional development, and collaboration.Role: Using technical and product knowledge to assist in the installation and implementation of all e-automate add-on products and integrations for both cloud and on-premise customers. To evaluate customer needs and environments and then configure the products to work best for them.
To assist in the managing of ECI's Field Service cloud environment. Objectives: Ensure all business applications and add-on products have been installed. Work closely with vendors and/or development on any changes that may impact vendor connections.
Develop internal documentation to assist in the supporting and understanding of the add-on products and integrations. Stay up to date on all current and new add-on products and integrations. Be considered a subject matter expert and trusted resource on all add-on products and integrations.
Help maintain relationships with vendors and 3rd party integrations. Keep record and track of all contacts at vendors. Provide escalated technical and product support to customers and internal support teams.
Provide support on the setup and maintenance of cloud environments. Assist in upgrades as needed. Manage add-on implementation queue.
Keep accurate records for all add-ons purchased. Keep all integrations and add-ons current for all Add-ons and POP Vendor connections. Work with sales reps and account managers as needed on add-ons and integrations.
Work with New Customer Account Manager on all email templates to ensure the information is accurate and current on them. Any additional objectives determined as new add-on products and integrations are introduced.Qualifications: 3+ years' prior experience installing or handling escalated support of client/server applications, SaaS based programs, or mobile applications. Experience with SQL Server and SQL Server Tools.
Basic Networking configuration and support experience. Basic understanding of Firewalls, Routers, SSL certificates. Ability to troubleshoot most technical issues.
Experience with RD Web. Ability to navigate and support IIS. Experience with installing different types of applications from client/server, SaaS, and Mobile type programs.
Basic understanding of APIs. Ability to manage multiple projects and timelines at a time. Must have the initiative to trouble shoot and test customer issues through to resolution.
#LI-REMOTEEmployment Type: FULL_TIME