"A better way to manage your equipment, energy, and operations"

Technical Support Representative

Support EngineerSupport EngineerFull TimeRemoteTeam 11-50Since 2009H1B No SponsorCompany Site LinkedIn

Location

Texas

Posted

56 days ago

Salary

Not specified

Bachelor DegreeEnglishSQL

Job Description

• respond to questions and technical issues from end users and partners, and either answer the questions and diagnose and resolve issues directly, or escalate to other members of the team • track all issues and their resolution and communicate outcomes to customers and partners • maintain case histories through our ticketing system and provide key information from customer interactions to PhD management • provide training, as needed, to ensure customers understand product functionality • assist with product orders and returns as appropriate • make outbound calls as needed to address key customer issues • assist with the development and delivery of training materials for customers, partners, and our after-hours support team • help oversee the performance of our after-hours support team • assist other team members with analysis of data, system configuration, alert and report settings, and creation of recommended actions to meet goals • perform other job duties as assigned

Job Requirements

located in one of these timezone, Central, Mountain or Pacific
excellent customer service skills
strong written and verbal communication skills
technical background including familiarity with modern web technologies and Software as a Service
experience with hardware technologies a major plus
ability to continually and effectively manage multiple concurrent customers and priorities
strong organizational skills with attention to detail
ability to learn and think quickly and be a self-starter
willingness to support night and weekend work as needed (On call once every 5 weeks)
working knowledge, or willing to develop a working knowledge, of SQL
minimum of B.A. or B.S. undergraduate degree or equivalent experience