Customer Support Engineer

    • Job Tracking ID: KSTC-21-044
    • Job Location: Londonderry, NH
    • Job Level: Mid Career
    • Level of Education: 2 year degree
    • Job Type: Full-Time/Regular
    • Date Updated: 04/30/2021
    • Years of Experience: 3+
    • Radford Job Code: 05821 - 05826
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Job Description

The Customer Support Engineer will work directly with KRATOS Customers and will be the first line of service to follow Customer inquiries/requests submitted via phone, email, or trouble ticket. Ensure a high level of Customer Service which brings Issues to Resolution on a timely and efficient manner. This position is an essential part of the Kratos Global Support group.

o    Provide Technical Support to KRATOS Customers as part of the Kratos Support team.
o    Daily Interaction with Customers via telephone, Web Portal, email, or VPN access to troubleshoot Customer issues.
o    Clearly identifying customer reported issues and perform initial assessment, gathering logs, configuration, and related information.
o    Responsible for creating, updating, resolving customer tickets.
o    Track and maintain constant communication with the customer from the beginning to the end of any established case, issue, or concern.
o    Responsible for escalating tickets as needed.
o    Provide periodic status on Customer related issues.
o    Responsible for updating Customer system configuration records.
o    Responsible for updating Support Knowledge Base and Troubleshooting guides.
o    Responsible to ensure that the customer receives an adequate level of service with each concern or request.
o    Responsible for maintaining positive and loyal relationship between Kratos and its customers.
o    Assist with and lead software implementations for new customers.
o    Create troubleshooting playbook and helpful technical product documents as needed. 

Experience and Skills

  • Community College degree and/or three years of customer service experience in a related field, or any equivalent combination of training and experience.
  • Have a customer service attitude.
  • Excellent verbal and written communications skills.
  • Ability to follow and/or provide written and oral step-by-step procedures.
  • Ability to establish and maintain effective working relationships with internal and external customers inside and outside the work group.
  • Use discretion and independent judgment when interacting with customers to provide assistance and advice as needed.                                                                                           
  • Database replication concepts.
  • Have excellent networking concepts.
  • Advanced knowledge of Microsoft Office-Suite (Word, PowerPoint, Excel)
  • Troubleshooting skills and techniques
  • Compass and Neuralstar expertise or similar- Preferred but not required
  • M&C knowledge – Preferred but not required
  • VMWare/containers, Cloud services - Preferred but not required
  • Knowledge of SQL Server
  • Knowledge of window server and windows clients. 

WORK ENVIRONMENT:

The employee will likely be placed in an office. The work environment characteristics are representative of those of an employee encounters while preforming essential functions of the job in a typical office/workstation situation. Able to work sitting or standing at desk and operate a computer via standard input devices such as using a keyboard and reading information on a monitor.