Wanted: Software Technical Support Engineer (100% telecommuting)

Articulate is the #1 privately-held elearning software company in the world, the 15th fastest growing technology company in North America, and, arguably, the #1 coolest to work for. We're looking for a Customer Support Engineer to join our award-winning support team, where you can make a difference and help change the way people around the world are learning.

The ideal Customer Support Engineer candidate will be smart, technology- and Web-savvy, a fast learner, meticulous, able to work independently, and committed to thorough project completion. This is a full-time, salaried position that requires U.S. hours (time zone flexible), Monday through Friday. As a member of our global 24x7 support team, your primary responsibility will be supporting our suite of desktop elearning software and server-based products, with the chance to contribute to other projects, as needed. This is a unique opportunity to join an industry-leading team that develops and supports powerful, award-winning software.

The Job:

• Provide 1st-class Web, email, and occasional phone tech support for thousands of worldwide customers
• Own & manage 30-50+ cases per day
• Provide internal escalation support for Tier 1 (first-line) support team
• Document support cases and resolutions, suggesting & writing knowledge base and/or internal solution articles as needed
• Test for product bugs & log issues for development team
• Collaborate & openly communicate with other support engineers & quality assurance team
• Contribute regularly to our community forums
• Deliver ongoing feedback to development team, based on customer input & your own product usage
• Log customer data and all communications accurately and thoroughly in internal CRM application
• Support sales team efforts (recognize new leads and up-sell opportunities)