Customer Support Engineer

COMPANY OVERVIEW

POMS Corporation (www.poms.com) is committed to improving the effectiveness, competitiveness and compliance of regulated manufacturers by delivering proven, world-class manufacturing execution system (MES) solutions that integrate seamlessly with other enterprise applications. POMS’ industry knowledge, validation experience, and MES technology are unparalleled in the cGMP environment. POMS MES and Business Intelligence Products set the standard for manufacturing in Pharmaceutical, Biotechnology, Medical Device, Consumer Packaged Goods, and other regulated industries. We take pride in the well-built and robust technological solutions we bring to our customers We become trusted enterprise partners with our customers by delivering quality products and services that help their business become more profitable. We hire and retain great employees.

POMS is part of the Constellation Software Inc. family (www.csisoftware.com). Constellation Software Inc. (CSI) is a group of international software companies and is traded on the Toronto Stock Exchange (CSU.TO).  CSI companies are leading providers of software and services to a select group of public and private sector markets and we acquire, manage, and build industry-specific software businesses that provide specialized, mission-critical software solutions to address the particular needs of our customers. We offer the benefit of working with a medium sized company while enjoying the support and opportunity of being part of a 25,000+ employee organization.

JOB DESCRIPTION

The Customer Support Engineer (CSE) is a motivated, technically-savvy, and customer focused individual responsible for delivering a “Customer First” experience with every interaction.  Reporting to the Vice President of Customer Support, the CSE is accountable for answering customer calls, emails, tickets or any other client need based on established processes, procedures or handling guidelines. The ultimate goal of the Customer Support team is to gain and utilize a Subject Matter Expert level of knowledge of POMS products to ensure a high level of customer success and satisfaction. Our customers operate 24/7 mission critical production environments.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Acknowledge, troubleshoot, isolate, and resolve client issues via all input types (phone, email, ticket, etc). Provide timely updates to clients. Take ownership of all issues through resolution.
• Perform diligent investigation for solutions utilizing all resources available (internal and external). Determine if the root cause is code, data, or configuration. Thoroughly test solutions before recommending or implementing.
• Communicate with customers to ascertain business needs and inform customers about software highlights or other developments within POMS that could benefit the customer.
• Document new problems and solutions in Knowledge Base.
• Achieve all established performance metrics for customer calls and tickets.
• Act as a customer advocate. Build strong customer relationships, establish a level of trust, and ensure a high level of customer satisfaction. Communicate customers’ concerns internally for best response possible. May be assigned specific customers to focus on their success and satisfaction.
• Participate in scheduled product, process, procedure, and tools trainings or discussions.
• Adhere to established business processes (Standard Operating Procedures, Guidelines, Work Instructions, etc).
• Continue learning about POMS products and the customer industries to strengthen your expertise and your ability to maximize support to our customers.
• Build a culture of excellence in Customer Support team.
• Display proficiency in personal computer, mobile devices, internet browsers, operating systems, database, application and hardware troubleshooting. Continuously maintain proficiency as technology advances rapidly.
• Utilize coaching/training sessions and one-on-one meetings positively, contributing to the discussion in an effort to take ownership of self-development.
• Participate in customer projects as needed (Site visits, audits, new installations, upgrades, etc)
• Replicate and document product defects. Document enhancement requests. Work with development for prioritization of fixes and enhancements.

EDUCATION, EXPERIENCE, & SKILLS

• Bachelor’s degree in either Computer Science/IT, Engineering, Chemistry, Physics, or