Technical Support Engineer 8/21/2016

Nuance Burlington, MA

Company
Nuance
Job Classification
Full Time
Company Ref #
1-24171
AJE Ref #
575950017
Location
Burlington, MA
Experience
Entry Level (0 - 2 years)
Job Type
Regular
Education
Bachelors Degree

JOB DESCRIPTION

APPLY
MORE INFORMATION ABOUT THIS JOB:

COMPANY OVERVIEW:

At Nuance, we are hard at work creating a world where technology thinks and acts the way people do. As a leading provider of voice and natural language understanding solutions, we design the most human, natural, and intuitive ways of interacting with technology. We partner with the best and largest companies around the world including car manufacturers, mobile carriers, banks, hospitals, and airlines to improve service, make their businesses and products run more smoothly, and create a better experience for their customers. Built into contemporary systems, our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate, reduce complicated processes into simple ones, and, above all, empower people with the ability to seamlessly interact with their connected devices and the digital world around them.



Our solutions make people s lives easier at home, in the office, and on-the-go, so that they can spend their time on the things that matter most to them.

JOB SUMMARY:

Responsibilities:



* Work closely with project management team members on the successful scheduling and delivery of software upgrades through remote connections

* Perform all technical tasks associated with an upgrade project

* Trend reported issues post go-live to close the feedback look with product management on software quality and deployment

* Leading/assisting with department goals and initiatives

* Upgrade exisiting customers and perform billable project implementations

* Troubleshooting and resolving software issues reported by monitoring tools and/or customers (both internal and external) to ensure platform system stability.

* Maintaining customer systems by performing periodic updates to the system software both for major and minor versions.

* Work closely with project management team members on the successful scheduling and delivery of software upgrades through remote connections

* Leading/assisting with department goals and initiatives

* Project technical tasks -- 75%

* Post-Go-Live Support -- 15%

* Work with other team members to better streamline project and upgrade processes -- 10%

Qualifications:



Number of Years of Work Experience: Minimum 1-5 years work experience in technical support field or industry



Required Skills:

* Proven track record of success in customer service

* Proven track record of success in technical support, or related industry

* Experience and/or working knowledge with the following technologies: relational database, SQL, UNIX/Linux command line environment, network trouble-shooting, object-oriented programming

* Experience & working knowledge with following applications: Microsoft Office 2003/2007/2010/2013/2016 (specifically Word & Excel), Microsoft Windows XP/ 7/8/10, Microsoft Windows Server 2003/2008/2012

* BS/BA in Computer Science, Computer Engineering, Information Systems, Information Management, etc. and/or equivalent technical experience

* Ability to staff off-hours go-lives

Preferred Skills:

* Experience in the Healthcare/Transcription industry; eScription technology a plug

* Knowledge and/or experience with Data Interface standards

* Experience and/or working knowledge with the following technologies: shell scripting, Java, Java Servlet, JavaScript, BASH, Perl, PHP, VB, .NET, telephony applications

* Project Management skills in a technical or managerial capacity

Education: Bachelor s degree (B.A.) from four-year college or university; and three to five years related experience and/or training; or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

Nuance Communication Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf . If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5000 Human Resources Department and let us know the nature of your request and your contact information.