Technical Support Intern

• The Technical Support Intern is responsible for providing 1st level technical support to end customers of Tungsten Automation Corporation desktop products, and resolving reported issues in an effective and timely manner. In addition, the position requires frequent interaction with Subject-Matter Experts and Sr. Technical Support Engineers to properly document and the escalation of undocumented issues.
• Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures.
• Provide 1st level technical support to our customers via phone, web, and email and other support channels as required.
• Take ownership of customer issues, provide prompt and accurate feedback to customers, and see problems through to resolution.
• Effectively communicate complex technical issues to customers and elevate unknown or undocumented issues to Subject-Matter Experts and Senior Technical Support Engineers, providing detailed description of problems along with steps taken to analyze the problems
• Providing support for Tungsten Automation PDF product
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues related to application use, design and configuration.
• Provide prompt and accurate feedback to customers.
• Elevate customer issues to senior support engineers as needed, providing detailed description of problems along with steps taken to analyze the problem.
• Participate in regular support team meetings.
• Work with test systems for replication of user issues.
  

Required Skills

• Strong, structured analytical skills
• Excellent time/project management skills
• Strong and effective English language communications: verbal, listening, written and presentation skills
• Strong interpersonal skills
• Professional demeanor
• Exceptional customer service skills with effective follow-through
• Willingness to own problems and see them to completion
• Ability to work under pressure in a fast-paced production environment
• Excellent keyboard/data entry skills (speed & accuracy)
• Self-starter and able to work independently
• Ability to adhere to shift scheduling
• Basic knowledge and understanding of networking commands, and perform troubleshooting in an Enterprise environment.
• Basic knowledge and understanding of client and server operating systems.
  

Required Experience

• Enrolled as an undergraduate or graduate student at an accredited college, university or technical/vocational institution.
• Have a minimum GPA of 3.0
  

Kofax, Inc. is an Equal Opportunity Employer M/F/D/V