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Customer Support Engineer

Dallas · Full-time

About The Position

About Us

Britannica Knowledge Systems is the leading provider of training management systems for the defense and aviation industries. Our systems help NASA, various armed forces, Boeing, and leading airlines, ensure that their astronauts, fighter pilots, and army units stay operational, develop essential new knowledge within tight timelines and budgetary constraints.


We have the stability of a large company and the spirit of a growth startup. We are changing the way that organizations handle their training operation. We are currently preparing for the largest, most diverse project of our company. It’s not every day that you get to provide a solution for the largest and most sophisticated organization in the world.


Our customers implement the Fox training management system, and utilize many different systems, each with different technology and distinct sets of data entities, which are required to integrate as part of the implementation of Fox system.


 Our culture

A vibrant culture is a key to our company's success and our employees' happiness. At BKS, we do what it takes. We are driven to become experts. We are real. We have grit. Our core values drive our culture, and in turn, we achieve our vision.


We are committed to an inclusive and diverse BKS. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse community. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer.


Role

We are looking for a talented person to support the ad-hoc technical needs of our North American customers.


Responsibilities

  • Provide first-level and second-level diagnosis and support services for all our customers in North America with hardware, software and applications issues
  • Daily communication with our Product, R&D, QA and customer success team members to provide the best solutions to our customers
  • Relay information to customers in a friendly manner, resulting in a five-star service rating
  • Investigate complex product failures and follow-up with internal teams and the customer until the success solution is implemented within SLA targets
  • Travel to customer sites, when necessary
  • Provide proactive and preventative services
  • Support the releases, testing, and implementation of new product versions
  • Document all systems and processes and ensure these are continually up to date

Requirements


Requirements

Technical

  • At least two years’ experience working as a technical support professional
  • Experience with OS and system log analysis
  • Proven technology skills and capabilities
  • Knowledge in Windows Server operating systems
  • Experience with the following:

o  Databases and SQL

o  SQL queries

o  XML– an advantage

o  Networks


Advantages

  • Experience with IIS servers
  • IT background


Job Requirements

  • Us citizen -mandatory
  • Bachelor’s degree in the technology field
  • Team player
  • Excellent interpersonal skills
  • Excellent communication skills
  • Highly motivated and committed
  • Strong time management skills
  • Adaptability skills
  • Critical thinking - Keeping Calm in the Face of Difficulties

Employment Structure

  • Full time, five days a week from our office in North Dallas, Texas
  • Requires occasional travel to customer sites across North America (up to 3 times per quarter)
  • Report to the Customer Support Team Manager
  • Resident in the Dallas-Fort Worth area, required
  • As part of your training, you will be expected to attend a 2-week initial course

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