Customer Support Engineer

    • Job Tracking ID: KSTC-21-045
    • Job Location: Folsom, CA
    • 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.