Job type full-time
Full job description
Who we are: m-files is an award-winning, next generation intelligent information management platformWe offer a truly international community that is centered around ambitious goals and working together to achieve themM-files is making waves in the large and growing market for intelligent information management solutionsM-files has achieved tremendous year-over-year growth and is recognized a leader by gartner and forresterM-files is a global company with 500+ employees, 8,000+ customers with offices worldwide.
M-files’ enterprise intelligent management information solutions transform how businesses manage, secure and share information with a unique metadata-powered approach that organizes and processes content based on what it is, rather than where it residesThousands of businesses in over 100 countries use m-files on-premise, in the cloud or in hybrid environments.
M-files is seeking a support specialist for our hubshare product to strengthen our in-depth technical support team in the us.
Our international customer support organization is responsible for the world class technical support of m-files products and servicesWe are a group of professionals working seamlessly together and proud of our high customer satisfaction ratings.
As a support specialist, you will be analyzing and solving the most challenging cases related to our products together with our support team, product development, customers, and other stakeholdersYour focus area will be hubshare digital collaboration product but you will also gain knowledge from our m-files document management product.
Role and responsibilities:
Work directly with customers via email and live remote screenshares to troubleshoot cases related to hubshare
Investigating memory dumps and system logs
Writing quality error reports and delivering to product development team
Investigating network issues via network logs or various network testing tools as needed when troubleshooting cases
Developing methods to problem solving or workarounds to various issues reported
Analyzing customer issues against source code to determine cause and provide a resolution
Other tasks as assigned and may not be limited to just this list
To be successful, you will need:
Empathy and customer service skills to work with our customers
Excellent communication skills and attention to detail
To possess a widespread knowledge of computer systems and windows environments
B.sc., m.sc., or a corresponding degree
Suitable background experience as an in-depth support engineer or it administrator with coding expertise and customer service talent
Ability to understand c++, c# and vbs code
Knowledge of ms sql, ad, iis, wireshark, fiddler, and computer networks as well as common protocols is important
We are a global company with finnish roots and with our own product that we are greatly proud off!
By joining m-files, you will get the opportunity to contribute to our success and growth, while developing your own expertiseOur team is fun, and our solutions are changing the market!
Our guiding principles of `make it happen`, `help others`, and `love customers` are highlighted through our daily actions as a teamTransparent communication and outstanding team spirit were listed as our strengths in our m-filer experience survey last fall.
What we offer:
Inclusive and dynamic culture (virtual and in-person)
International team of top performers
Flexible work/life balance
Remote working environment
Career growth opportunities
Competitive compensation and benefits package (pto, 401k, health insurance, etc.)