FarPoint Technologies, Inc. is searching for skilled, motivated, energetic candidates for our
Software Support Team.
FarPoint Technologies, Inc. is a privately held company with corporate headquarters located next to Research Triangle Park (RTP) in Morrisville, North Carolina. We are a leading developer and publisher of professional components for Windows development. Our award-winning software tools benefit corporations and independent consultants around the world as a cost-effective solution for building distributed enterprise-wide applications for commercial or in-house use.
As a valued team member you will work in a fun, exciting, technology-rich environment and will be eligible for the following benefits:
- Salary based upon education, skills and experience
- Full medical and dental coverage (company paid)
- Life and disability insurance
- Vacation, sick and personal time
- 401K plan (after one year employment)
Learn more about FarPoint Technologies, Inc at:
www.FarPointSpread.com
Submit resumes via email to:
HR@FarPointSpread.com
SOFTWARE SUPPORT TECHNICIAN
POSITION SUMMARY
Responsible for handling customer programmers' and prospects' support issues via phone, email, forums and chat. This involves working closely with customers (software developers) to troubleshoot, research, and resolve issues. Responsible for escalating any unresolved customer issues to appropriate resources (Development, QA, Sales, etc.)
DUTIES AND RESPONSIBILITIES
- Respond to customer support inquiries via phone, email, forums and chat.
- Clearly document and track all customer incidents and support related activity in our Support system.
- Research, isolate, and troubleshoot customer issues. This includes debugging and writing code!
- Escalate unresolved issues to appropriate teams as necessary.
- Provide ongoing follow up on past issues insuring the issue was resolved to the customer’s satisfaction.
- Meet or exceed our company support service level goals.
- Work to improve quality and timeliness of issue resolution by evolving support processes, and contributing to internal support material, knowledge base and FAQs.
- Provide sales team with pre-sales technical support (may include facilitating webinars).
- Participate in regression and acceptance testing for product updates.
- Other duties as assigned (writing samples, assist QA with testing etc.)
SKILLS, KNOWLEDGE, & EXPERIENCE QUALIFICATIONS
- Minimum 2 years experience with C++, C# or VisualBasic (programming experience preferred).
- Fundamental understanding of COM, .NET, and ASP.NET.
- Comfortable debugging and troubleshooting others code.
- Excellent diagnostic and problem solving skills.
- Excellent verbal and written communication skills.
- Motivated to resolve customer issues in a manner which meets both customer and business requirements.
- Ability to work in a small dynamic team environment.
- Customer support experience with software applications a plus.
- Ability to grasp new technology quickly
EDUCATION
- BS or AS in technical degree or equivalent experience.
FarPoint Technologies, Inc. is an equal opportunity employer.