Software Support Technician

WE’RE LOOKING FOR:

We are proud to consider our technical services to be a vital part of the product we sell, and we want it to be the best. We are seeking ambitious, hardworking employees who are eager to learn new technical skills and make a real difference in a growing, global company. Our European Technical Services team based in Madrid is looking to add another technician.

You will be providing creative solutions to support and solve issues that end users may be experiencing with our BarTender product over different communication channels.

As a support technician, you are the voice of Seagull Scientific. Your interaction with the customer sets their expectation of what kind of organization we are, how easy we are to work with and our dedication.

WHAT YOU´LL DO:

Provide support to customers by identifying, troubleshooting and resolving technical issues.
Gather relevant information and escalate issues as needed.
Research and answer miscellaneous questions about software capabilities from resellers and end users.
Identify and record details about support tickets and contribute to the documentation and knowledge library.
All the above will include learning the highly technical capabilities of our software. You will learn more about the following while you work:

Database connectivity.
Integrating our product with other applications (using .NET APIs, XML Script, etc.).
TCP/IP communication (Client/Server).
Web Services.
Thermal printing technology.
Radio frequency (RFID) tag encoding.
Barcode technology.
Virtual PCs.
SQL Server basics.
In addition to your everyday duties, you will have the opportunity to take on special tasks and projects, such as report writing, product documentation, suggesting improvements for our products and even programming.

COMPETENCIES:

Excellent customer service skills.
Speak and communicate effectively in English.
Strong written and verbal communication skills.
Functional knowledge of Windows operating systems.
Ability to successfully collaborate with different teams, as well as be self-motivated to work individually.
Problem-solving ability and active listening skills.
Ability to quickly learn and work with new software.
REGIONAL REQUIREMENTS (Madrid office, EMEA region)

Occasional availability to travel.
High level of spoken and written English (Must have).
High level of spoken and written German (Optional).
High level of spoken and written French (Optional).
High level of spoken and written Portuguese (Optional).
High level of spoken and written Russian (Optional).
OPTIONAL QUALIFICATIONS

Database familiarity (SQL, Oracle, Access).
Programming familiarity (C#, VB.Net, VBScript, XML).
Auto-ID experience.
Computer Science Degree.
Technical Support experience.