Advanced Technical Support Engineer

Develop a deep knowledge of SumTotal s range of enterprise products

Thorough understanding of assigned customer s products and business objectives.

Communicating with corporate customers via telephone, email, or other media as applicable, regarding technically complex problems identified in SumTotal s software products, and maintaining effective customer relations

Solve user issues, ranging from basic to technically complex, including software functionality, data communicationnetworking troubleshooting, installation, OS and browser related issues

Partner with cross-functional teams on complex customer issues, ensuring root cause is identified and fixed.

Escalate & facilitate top priority, production-critical issues to the appropriate teams for resolution.

Maintain ownership of issues until resolution, drive internal teams in support of solution needs and timely resolution, considering the customer s business impact.

Resolve incidents and keep customer updated during the issue resolution process as per SLA s.

Create, publish, internal and customer-facing knowledge base documentation to enhance customer engagement with SumTotal s self-service options.

Serve as a customer advocate within SumTotal organization.

Ensure customers can execute their business objectives through use of our application.

Assist internal team with case prioritization to ensure successful go-live of new customers
Provide customer reporting on case trends and contract compliance. (Both internally and externally as needed)