Support Engineer

About the Job

iCoreConnect is a national provider of secure communications for high-compliance industries including healthcare, finance, and legal. The company is headquartered in the Orlando metro area. The Support Engineer is the final escalation point within Technical Support and Customer Service. This position is ideal for technical troubleshooters who positively and clearly interact with the customer in both written and verbal communication. The winning candidate knows how to structure his or her thought process in order to determine the problem and work toward resolution in a systematic and helpful way. Required Skills:

  • Strong analytical and problem-solving skills.

  • Methodically troubleshoot and resolve issues.

  • Excellent written communication and verbal skills, as well as strong listening skills.

  • Strong interpersonal skills.

  • Strong customer relation skills.

  • Strong phone support skills preferred

  • Ability to handle multiple priorities.

  • Ability to develop documentation for common issues.

  • Takes initiative to learn and develop.

  • Positively works with small teams and motivated when working independently.

Experience with:

  • Various email systems (Outlook, Thunderbird, Webmail)

  • Excellent understanding of email systems and protocols (e.g. IMAP, SMTP)

  • Windows & Apple operating systems and utilities

  • Modern day browsers (e.g. Chrome, Safari, Firefox, IE)

  • Standard debug tools and processes available in/for browsers (e.g. Firebug)

  • Remote access services like TeamViewer, Splashtop, etc.

Helpful Knowledge:

  • Database Management

  • CRM software (e.g. Salesforce)