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Application Support Specialist / United States

We are looking for a highly skilled individual to join our global product support team. As an M-Files Application Support Engineer, you will play a critical role in driving our success. You will need to become an expert in M-Files document management products and M-Files cloud services. You should have an outgoing personality with excellent communication skills that enable you to communicate successfully with our customers all over the world.

Your daily tasks consist of:

  • Solving technical product issues and questions that our customers, resellers and personnel report to us. You will communicate directly with them using phone, ticketing system and remote tools.
  • Maintaining and monitoring M-Files cloud services, as well as deploying and managing new cloud accounts.
  • Keeping customers happy with prompt responses and excellent communication.
  • Reporting product issues to development.
  • Coordinating with different teams to solve issues in a timely manner.
  • Performing knowledge management by creating instructions and articles of frequent issues and by training support personnel.
Requirements:
  • Strong hands-on experience working directly with customers on a case-by-case basis.
  • Experience with Windows environments, MS SQL databases and computer networks
  • Experience in a customer service role.
  • Self-starter with excellent communication skills
  • Fluent speaking and writing in English is required. Fluent speaking and writing in Spanish is a plus!
  • Experience with technical problem solving.
  • Scripting and programming skills (JavaScript, VBScript, C++, C#) are not required but do open up many opportunities towards implementations and advanced support.
  • Must work well under pressure in a team setting.
  • Knowledge or certifications in cloud operations and Microsoft Azure preferred.
  • Must be able to work remotely free of any interruptions or background noise, and able to commute to Plano, TX office.

Background in technical support, software testing or application engineering will be considered as an advantage, as well as experience with document/content management systems.

Education: B.Sc. or M.Sc. in Information Technology or equivalent is required.

Deadline for applications: The recruitment expires when the position is filled.

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