Technical Support Engineer

Why We Need You – The Mission

Biscom is an enterprise software company located in Westford, MA, focusing on transforming the way companies share information by providing a fast, reliable, and secure document delivery solution. In 1986, Biscom introduced the world’s first network-based computer fax server. Today, the company has evolved from its humble beginnings into a leading secure communication and messaging platform that powers the most complex requirements in industries such as healthcare and financial services, where security and speed matters most. Along with our investor, ParkerGale Capital, we are scaling the company and its offerings to drive our next phase of growth.

As Support Engineer on our Customer Care team, you will be a core piece of our service provided directly to our customers. You are an integral component of the customer journey to success with our product. Direct contact with customers and Biscom personnel on a daily basis will help achieve the above success objectives.

What You’ll Accomplish - Your Performance Objectives

Over the Next 4 -12 months:

• Open Ticket Count – Each ticket represents a customer ask or need. Open Ticket Count should be kept at ~ 30 tickets or below at all times
• Closed Ticket Customer Survey Ratings – A strong indicator of the customer mindset – Maintain an average rating of 4.8 or higher
• Knowledgebase Article Creation – A strong KB is a pillar of any successful Support Department. Your target is to create 2 article per month (no less than 24 per year)
• Assist in the training and development of junior engineers
• Work closely with partners and other solution providers

General Work Assignments:

• Remotely connecting to a worldwide base of customer systems to solve technical issues
• Second Highest technical point of escalation within Support
• Using Support ticketing system closely journal customer interactions and expeditiously close tickets when issue is resolved.
• Work with a team of other Technical Support & Software Engineers achieving common objectives
• Proactively manage issues to ensure the highest levels of customer satisfaction and communicate the status of these issues to customers
• Work cohesively with other Engineers to assist in the development of product software & documentation, tech tips, FAQs, and knowledgebase articles
• Work cross functionally with other teams such as customer operations, sales, customer success, product and engineering

On an Ongoing Basis:

• We are helpful to our customers with an above-and-beyond attitude to solving their problems
• Treat customers and co-workers with respect and a professional persona
• At all times try to provide professional grade service to customers
• Show up on time for all meetings ready to participate
• Constantly strive to learn more about Biscom Products and Services
• Manage time and deadlines with the purpose of maximizing performance and expectations
• Strive to work with departments and co-workers with the sole purpose of pleasing customers
• Be adaptable to change as technology will always change and Biscom must change with it

Who We’re Looking For - The Personal Competencies That Matter

Trusted advisor to customers and colleagues: Establish domain expertise by learning our industry and conducting deep discoveries. Gain the trust of the customer with showing them a better way and leading them through their evaluation journey and beyond. This component is key when dealing directly with customers during Ports and Customer Service.

Flexibility: You understand that at growth stage companies, things will evolve, and you may have to be flexible in your approach and in your expectations. You are open-minded and adapt well to changing environments as a company grows and scales. We must always be prepared for and open to change.

Gets Stuff Done / Accountable: You are comfortable rolling up your sleeves, getting deep into the numbers, tracking down the data, and delivering on a short timeline with limited resources. We are performers and accomplishing goals and objectives is what we do.

Customer-obsessed: You deeply understand who loves your product, the value they derive, and how you are different from alternatives. You expect the same level of customer intimacy from yourself and center your meetings with those who work for you around what we are learning from our users. Everything we say or do is always with our customers’ best interest in mind.

How We Behave—Our Core Values

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