Technical Support Associate

If you have an interest in digital engagement technologies, as well as the desire to grow with a dynamic company, make a major difference within a flourishing organization, have great advancement opportunities and thrive on working in a fast-paced, exciting environment, then this opportunity with Bridgeline Digital is for you. Bridgeline Digital, The Digital Engagement Company™ and developer of the award-winning Unbound Platform, has an immediate opening for a Technical Support Associate in Mineola, NY. 

Overview

As a Technical Support Associate at Bridgeline Digital, you’ll work as part of a small support team providing technical troubleshooting and how-to assistance to Bridgeline’s customers. The ideal candidate will have excellent communications skills and experience in technical support for a software company, with a focus on content management, e-commerce and marketing automation.

Bridgeline Digital, The Digital Engagement Company™, helps customers maximize the performance of their full digital experience - from websites and intranets to online stores and campaigns. Bridgeline's Unbound (formerly iAPPS®) platform deeply integrates Web Content Management, eCommerce, eMarketing, Social Media management, and Web Analytics to help marketers deliver digital experiences that attract, engage, nurture and convert their customers across all channels. Headquartered in Burlington, Mass., Bridgeline has thousands of quality customers that range from small- and medium-sized organizations to Fortune 1000 companies. To learn more, please visit www.bridgeline.com or call (800) 603-9936.

With over a thousand success stories and counting, Bridgeline works with some of the best brand names known in the world such as UPS, L’Oreal & Perkins. This is a great opportunity to be a part of company which offers web solutions that are available both as SaaS or perpetual software licenses.

Responsibilities

  • Customer Support – gathering information about issues with our software, entering tickets in to ZenDesk, attempting to resolve issues or answer how-to questions, routing to other departments for resolution and customer follow-up.
  • Technical Troubleshooting – gathering information on technical issues such as error messages and logs, analyzing client implementations as well as shared software components to identify defects, attempting to reproduce problems, documenting defect scenarios, diagnosing root causes and providing resolutions or workarounds
  • Technical Writing – catalog common issues and their resolution for our Knowledgebase

Experience Required

  • 4-year college degree or equivalent work experience, preferably in a technical field such as computer science
  • 1-3+ years’ experience working in a customer-facing technical support role
  • Experience with a support ticketing system (e.g. ZenDesk)
  • Experience troubleshooting web-based software issues
  • Excellent written and verbal communication skills (English), with the ability to explain complex technical problems to non-technical audiences
  • 1-2 years web development experience is a plus (HTML, CSS, JavaScript, XML/XSLT, ASP.NET)
  • Content management, e-commerce and/or marketing automation experience is a plus

Bridgeline Offers

• Competitive base salary and benefits, paid vacation and holidays, 401K and more
• Dynamic, open-minded company with great opportunities for personal development
• Work with the newest development and digital engagement technologies
• An organization where suggestions are encouraged and your influence can be felt within the company and Bridgeline’s Unbound platform
• Professional development and career advancement opportunities
• Inspiring, fast-paced and flexible environment, with a work hard / play hard culture

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