Client Services Mission Statement

Technical Support Engineer

Pace Software, Inc. puts as much effort into its software support as we do our software development. Sharing new information, being responsive to change, and working through problems and resolutions together are part of our responsibilities in providing our customers with a reliable, comprehensive support program.

Our support offerings keep pace with how our customers are using our software. Beyond the Support Engineer's technical abilities with Pace Software products, he/she is able to establish and enhance relationships with each customer. The role itself encompasses skills in the following areas:

Technology/Problem-Solving

Coupled with strong product skills our Support Engineers offer an analytical, "scientific" problem-solving approach to guide customers and internal engineering resources through resolution planning and execution. The Support Engineer will often be driving the root-cause analysis that is required for any thorough resolution. The ability to analyze case data and formulate a resolution plan is critical for success in this role.

Communication

Customers will be encouraged to use the phone as much as possible because Support Engineers are comfortable and eager to communicate directly and frequently with customers. Written communication must be clear and concise. Proactive, frequent communication will be required in order to build strong relationships with customer contacts.

Customer Obsession

Our Support Engineers possess a drive to thrill our customers with outstanding customer support. While the actual technical resolution will not be 100% within the Support Engineer's control, he/she will be the primary contact with the customer and therefore determine how the customer perceives Pace Software, Inc. The Support Engineers constantly and pro-actively look for ways to improve the customer experience.

Support Statistics

Our support engineers strive to meet your needs quickly.

Click here to see our Support Statistics