Job Summary

The SaaS Operations and Support Team is responsible for the Onboarding/configuration of new Symphony SaaS customers, post-production support/incident management  as well as  implementation and governance of the Symphony SaaS platform. 

The Engineer will provide service and support for Symphony SaaS customers, with the end goal of restoring functionality while delivering a world-class customer service experience and may be the initial or secondary contact point for customers.

This position requires excellent customer service, organizational, time management, problem solving and interpersonal skills.  

Essential Duties and Responsibilities

• Troubleshoot and resolve technical issues related to our SaaS products within established SLA targets and with an emphasis on driving high CSAT scores
• Maintain a positive, empathetic, and professional attitude towards customers
• Ensure that customers receive prompt and efficient technical support for SYaaS
• Respond promptly to customer inquiries and document interactions
• Maintain a case load while managing other common tasks, including but not limited to: triage/root cause analysis and escalating issues to other support or engineering teams
• Handle and respond to inbound phone calls, email inquiries from customers and escalations from Technical Support Representatives
• Participate in technical troubleshooting and case remediation
• Participate as needed in prescribed training curricula
• Follow up on open issues with escalation groups to provide feedback to customer
• Assist Senior Engineers with administrative tasks
• Other duties assigned as needed

Skills and Abilities  

• Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
• Self-starter capable of working independently and meeting deadlines
• Excellent verbal and written communication and interpersonal skills
• Ability to balance multiple tasks with changing priorities
• Excellent structured problem-solving skills
• Time management skills and attention to detail
• Ability to use Microsoft Office software to produce documents and perform analysis work
• Demonstrate the ability to work successfully with diverse cultures while accommodating global time zone constraints

Education and/or Experience  

• High school diploma or equivalent; college degree or equivalent work-experience preferred
• 1-3 years customer service experience preferred
• 1-3 years SaaS experience

Working Environment  

The work environment described here is representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment, such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level is generally moderate (interoffice conversations and computers/printers). 

Physical Requirements

The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.  

This position regularly requires employees to sit, walk and stand; talk and hear both in person and by telephone; and use hands repetitively to operate standard office equipment.

Work Hours 

AVI-SPL reserves the right to alter work hours and work location as it deems necessary.

AVI-SPL is an Equal Opportunity Employer/AA/Disabled/Veteran Protected VEVRAA Federal Contractor.

This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.