Technical Support Associate

Alfresco, Atlanta Office

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About Us

Alfresco is a commercial, open source software company that provides simply a better way for people to work, ensuring they have the right information they need, exactly when they need it most.

Our software powers the daily work of more than 11 million people at industry-leading organizations in more than 190 countries worldwide. The Alfresco Digital Business Platform is a modern, enterprise-class, cloud-native platform that enables organizations to build digital operations to deliver instant services with exceptional experiences. It provides the fastest path for people to interact with information and for organizations to quickly respond to threats, opportunities and circumstances.

Alfresco helps more than 1,300 industry-leading organizations, including Cisco, Pitney Bowes, the Canadian Museum for Human Rights, US Navy Department, the Joint Chiefs of Staff, and NASA, be more responsive and competitive.

Founded in 2005, Alfresco has its headquarters in Boston, Massachusetts, USA. For more information on Alfresco, please visit http://www.alfresco.com.

The Alfresco Technical Associate needs to be versatile. 
The Technical Support Associate is part of the Customer Success organization and provides administrative and technical support to our Alfresco Technical Support team, Consultancy, Customer Success Managers, Renewals Specialist, Training and Sales teams as well as supporting Alfresco Enterprise and Cloud Customers and Partners with their general inquiries and basic technical account issues.

Role and responsibilities:

  • Requires the ability to take full ownership and control of an issue without supervision, to develop and maintain excellent relationships with all our internal/external customers and partners, and to help in continuously improving the support service to maintain a high level of customer satisfaction
  • Reproduce and resolve basic first-level technical and customer care issues
  • Interact directly with our partners and customers to resolve issues in a timely manner, adhering to stipulated SLOs
  • Liaising and negotiating with internal Alfresco departments to ensure customer needs are met
  • User and account administration for all paid customer accounts
  • Monitoring incoming emails, dealing with basic  inquiries, referring technical and sales-related enquiries to relevant departments, or to other sources of information as necessary
  • Setting up and changing FTP, SVN and Cloud account access to end-users
  • Assisting internal departments with administrative tasks, including data-cleansing, and updating/revising of internal processes
  • Providing telephone cover during support engineer absences
  • Provide answers to junior level core support cases
  • Working a shift that ensures global cover whenever possible - weekend on-call cover may also be required during busy periods
  • Respond to incoming emails from internal/external customers and manager in a timely matter

Person Specification

  • A passion for customer service and a strong interest and desire to handle a variety of customer service issues from the very basic through to ambiguous or complex
  • A proven ability for attention to detail but also ability to work on own initiative, be organized and prioritize a diverse workload
  • Proven problem-solving ability and able to think logically, work methodically and at times investigatory
  • Exceptional communication skills with a variety of customers and colleagues, both internal and external, locally and globally, through telephone and email
  • An ability to be flexible with changing systems and procedures
  • Desire to go above and beyond to help customers and resolve their issues

Essential skills

  • Excellent written and oral communication skills in English
  • Proven customer service experience, ideally in software-type company
  • Experience with CRM and Ticketing systems (SAP, Salesforce etc)
  • Knowledge of using remote support tools (webex/zoom)
  • MSOffice: Excel and Word
  • Salesforce and Gainsight
  • Understanding of Enterprise Content Management and collaboration tools
  • Excellent telephone manner and experience with inbound and outbound call handling
  • Experience installing, configuring, maintaining, and troubleshooting any issue on Windows Server, Linux, or UNIX operating systems
  • Understanding of Java, JavaScript, XML, Web services, and file systems
Alfresco is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, military status, gender, gender identity, sexual orientation, age, marital status, genetic information, medical condition or disability status.

About Alfresco

Alfresco Software, Inc. ("Alfresco") is an enterprise open source software company focused on advancing the flow of digital business. The company provides a better more effortless way for people to work, making sure they have the information they need, exactly when they need it the most. The Alfresco Digital Business Platform is used to digitize processes, manage content and securely govern information. Alfresco helps over 1,300 industry-leading organizations, including Cisco, Delta Dental, Capital One, US Department of Navy, the Joint Chiefs of Staff and NASA, be more responsive and competitive. Founded in 2005, Alfresco has it's U.S. headquarters in San Mateo, California and European headquarters in Maidenhead, UK.

Want to learn more about Alfresco? Visit Alfresco's website.