Careers at Surado_
Job Title:  Software Technical Support Engineer I

The Company
Surado Solutions, Inc., founded in 1995, is a privately held company that provides a full spectrum of products and services in Customer Relationship Management (CRM) and E-Business solutions. The company is based in Riverside, CA and plans to relocate expanded corporate headquarters to the new University Research Park to accommodate its growth.

Position Overview
Entry level software support engineer to provide telephone, e-mail and dial-in technical support for customers utilizing Surado Smart Contact Manager and/or Surado CRM products. This technical support should be given with emphasis on customer satisfaction. The Software Support Engineer should evaluate customer provided information, determine specific problem(s) and provide an appropriate resolution(s) in a timely fashion based on support guidelines.

Summary of Key Responsibilities:
  • Resolve reported customer issues in the areas of system configuration, setup, product functionality, bugs and enhancements. This includes troubleshooting, testing, referral to other service areas and follow-up
  • Document all calls with regards to customer inquiries accurately, using in-house implementation of Surado CRM.
  • Provide customer focused communication with customers that is professional and timely via telephone or e-mail
  • Promote teamwork and Customer Contact Center success
  • Maintain a professional phone and other communication manner
Technical and Functional Skills Required:
  • Working knowledge of operating systems, hardware and networking concepts
  • Knowledge of Contact Management Software and/or CRM software
  • Ability to craft technical documents for both internal and external viewing
  • Escalate complex issues according to policy
  • Set up test environment to validate and/or duplicate customer issues.
  • Maintain product knowledge as new products are released
Behavioral Skills and Competencies Required:
  • High School diploma, equivalent or higher
  • 1-3 years experience in a customer support environment or educational equivalent.
  • Experience with PC hardware, software, and operating systems (NT, 2000 and XP are a must)
  • Hands-on technical experience with installation and service of business telephone systems or verifiable LAN technical experience including TCP/IP and other protocols
  • Excellent communication skills
  • Speak, read, and write English fluently
  • Good listening skills and be able to document accurately and thoroughly
  • Good organizational and time management skills
  • Able to multi-task when necessary
  • May require occasional lifting of up to 70 pounds
  • Heavy telephone usage necessary
  • Regular and predictable attendance is an essential function of the job
  • Work Hours may start as early as 5:00 a.m. pacific time
Desired Qualifications:
  • Previous Software Support experience
  • Familiar with CRM industry
  • MS Exchange, MS Outlook, GroupWise, Lotus Notes experience
  • SQL Experience
  • Type at least 40 words per minute
  • Command-line based troubleshooting experience from DOS or UNIX
  • Spoken and written fluency in languages other than English
Travel
  • Occasional travel may be required
Compensation
  • Competitive salary and benefits package, including commissions, bonuses and profit sharing. Opportunity to grow including supervisor and managerial positions.


Qualified candidates should E-Mail Resume To:

resume-ts@surado.com for this position

OR fax resume to 951-682-3846

OR send resume to
Surado Solutions, Inc.
2060 Chicago Avenue, Suite C5
Riverside, CA 92507
USA

Please note, we do not accept unsolicited resumes. Only qualified candidates will be notified for interview.

Surado Solutions, Inc. is an Equal Opportunity Employer.