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Job Title: Junior Tier 1 Technical Support Engineer


		Imprivata, Inc. 10 Maguire Road Suite 210 Lexington 02421 Tel: (781) 674-2700 www.imprivata.com

	Imprivata delivers an identity management suite of security solutions which authenticate access to data, applications and physical assets. Their solutions are delivered as a departmentally targeted appliance which features quick deployment, self service and very low total cost of ownership.

Job Description:

POSITION SUMMARY

As a member of our Customer Support Call Center team, this position provides support to our direct customers, partners and internal services organization. The Tier 1 Technical Support Engineer is responsible for responding to issues via email and phone concerning Imprivata products. If the issue cannot be resolved by the Tier 1 Technical Support Engineer, he/she will be responsible for escalating the issue to the Tier 2 Technical Support team.

KEY RESPONSIBILITIES

• Respond to calls, e-mails and web-form support requests from customers at the call center.

• Log and track pertinent customer contact and support-request information.

• When possible resolve technical problems with customer directly.

• Escalate unresolved issues to the Tier 2 Technical Support Team.

• Perform any necessary testing in order to reproduce problems.

• Document solutions in a re-usable way.

• Maintain complete support contact records for each customer/prospect.

KEY REQUIREMENTS

• Technical or scientific Bachelors degree or equivalent combination of education and experience.

• 2 +years experience in Support, IT, Consulting or Software Development.

• Must have experience in software support.

• Troubleshooting and enhanced deductive reasoning skills.

• Excellent customer service skills.

• Experience with support CRM systems.

• Strong communication skills (verbal and written).

• Ability to work in a fast paced and growing organization.

• Knowledge of Windows Active Directory a plus.

Job Location(s):

Lexington,MA,US

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