HR Knowledge

  • Technical Product Support Engineer

    Job Locations US-FL-West Palm Beach
    Job ID
    2018-1256
    # of Openings
    1
    Category
    Information Technology
  • Overview

    Our client, Exerp, is the world’s leading provider of Enterprise systems for the health & fitness industry. Through their main Software-as-a-Service ERP product, The Exerp Platform, Exerp has been focusing exclusively on solving the specific needs of the large health & fitness operators. Exerp is now used in more than 1,400 clubs and by over 4,500,000 members in 4 continents.

     

    Exerp is looking for a Technical Product Support Engineer to join their Global Customer Support Team with a primary focus on North American clients.  This position is responsible for providing advanced helpdesk support to our clients in our third level support department utilizing Atlassian Suite as your primary helpdesk tool.

    Responsibilities

    • Responsible for informing clients of progression with issues and provide follow-up as necessary.
    • Analyze and resolved often complex client issues/questions and involve the appropriate resource internally until the problem is solved.
    • Advise client’s super users on how to optimize their configuration of the system to simplify or implement their business decisions.
    • Develop a productive relationship with colleagues in the Support department both locally as well as in the European office.
    • Responsible for reviewing and learning the latest functionalities of the support systems.
    •  Maintain user documentation and internal knowledge base.
    • Participate as needed in implementation projects with our coming U.S. clients.
    • Provide on-site training or assistance in conjunction with our Project & Account team.
    •  Special projects from time to time to ensure best in class Customer Support.

    Qualifications

    Competencies, Traits and Experience:

    • Bachelors degree or superior relevant work experience.
    • At least two years of experience of working in an IT support role ideally supporting software applications. 
    • Excellent written and verbal communication skills through all levels of organizations both internally and externally.
    • Understanding of technical solutions, business processes and have an analytic and methodic approach in problem solving.
    • Strong organizational skills with ability to multi task and prioritize deadlines in a fast-paced environment.
    • Familiarity with databases and datasets for extraction and conversion into useful business information.
    • Knowledge of Microsoft Office, particularly Excel, PowerPoint and Word.
    • Ability to travel up to 25% annually both domestically and internationally, including to our headquarters in Copenhagen.

     

    Soft Skills:

    • Enjoys having daily contact with our customers with the ability to “smile through the phone”.
    • Ability to work both independently and in a collaborative team environment.
    • Pro-active and eager to learn both independently and from experienced colleagues.
    • General solid interest in IT 
    • Energetic and willing to contribute to build further the friendly atmosphere of our U.S. office together with our great team

     

    Other Skills and Abilities:

    • Knowledge or experience of the Health and Fitness industry
    • Experience with billing and collection processes, simple accounting, account receivables and financial reporting
    • Experience writing SQL queries
    • Knowledge of HTML, SOAP web services, and Java
    • Hardware peripherals and network troubleshooting

     

    More About Exerp:
    Exerp has had over 25% annual growth rate in the last 4 years and expects to pursue this sustainable growth in the years to come, by continuing expanding our services into the United States - North-America and Australia. We have been rewarded as the Best IT Company in Denmark by Computerworlds® Top 100, ranked 1st as Great Place to Work® “Best IT Workplace in Denmark” in 2015, and we are certified as Great Place to work in 2015, 2016 and 2017.

     

    We opened an office in West Palm Beach, Florida late 2016 to establish a base for our U.S. and North-American activities. Having already rolled out our first major client in Canada, we are now in the process of rolling out a leading operator in the U.S., as well as managing a solid pipeline among U.S. largest operators. In 2017 the company also opened an office in Sydney to support the Asia-Pacific market where we work with some of the major players in Australia.

     

    Visit Exerp's website for more information: http://www.exerp.com

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