ECM Software Support Specialist

The ECM Software Support Specialist (SSS) is responsible for providing timely and accurate first line support for ECM (Enterprise Content Management) clients via multiple communication channels. The SSS does this by tracking, troubleshooting and resolving client questions, issues and concerns encountered during the day-to-day use of their ECM system. The SSS will perform and document initial discovery on client issues, escalating to other SMC team members (ECM Services Engineer, ECM Services Developer & Hardware Team) when unable to resolve themselves. The SSS maintains responsibility for end resolution and client satisfaction for all issues. The goal of the SSS is to ensure that client communications are acknowledged, tracked and fully resolved in a manner consistent with the goals of Security MicroImaging.

Requirements
• B.A./B.S. in Computer Science/Information Technology or equivalent work experience.
• Experience with Hyland Software’s OnBase (preferably as an OnBase Certified Installer [OCI] or OnBase Certified Support Engineer [OCSE]) AND/OR
• Experience with Kofax Capture, Advanced Capture products (INDICIUS, Xtrata Pro or Ascent for Invoices).
• Experience with desktop and server support, chiefly in a Windows Operating Environment (Windows 2000, 2003, XP, Vista).
• 1-3 years experience working with above tools and technologies.

Preferred
• Experience working in the Enterprise Content Management industry.
• Certified Document Imaging Architech (CDIA+) or Enterprise Content Manager Practioner (ECMp).
• Experience working with Workflow or Business Process Management tools.
• Networking Fundamentals – familiar with various media, topologies, protocols & standards.
• Experience working with Microsoft SQL Server (2000 or 2005).

Skills and Qualities Desired
• Excellent written and verbal communication - You’ll use these skills to correspond with other team members and clients on the status of the various tickets, as well as clearly documenting issues and resolutions.
• Customer service orientation – You are passionate about helping clients succeed, and actively look for better and more efficient ways to aid them with their ECM systems. You recognize that their success is our success!
• Ability to work effectively with all levels of client personnel - You’ll need to work with our clients, each with varying degrees of technical aptitude and different ECM systems - which range from simple, standalone solutions to complex, highly integrated solutions.
• Excellent troubleshooting skills - You’ll need to use a methodical and efficient approach in order to identify the root cause of an issue and provide our clients with a timely resolution.
• Passion for learning – The face of technology and ECM is always evolving. You recognize the need to stay one step ahead by learning about new products, modules and technologies that benefits SMC and our clients.
• Drive - Why go to work each day if you don’t desire to provide the best possible support - in a friendly and professional manner - while assisting our clients to succeed?

What you get
• Opportunity to work with a dynamic team of professionals who each take pride in doing a job well.
• Opportunity to work for a company known for its integrity within the ECM industry.
• Opportunity to advance your skills and become an expert in a niche market that is growing like crazy.
• Competitive compensation package that includes health insurance, 401K, paid training, vacation and other perks.
• Chance to work in the ever-changing downtown Milwaukee – with free parking.

Resumes and inquiries can be sent to cmaertz@securitymicro.com.