Technical Support Engineer I

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Requirements:

• Prior experience (1-3) years of experience in a technical customer service/ customer experience role.
• POS Experience a plus!

Responsibilities:

• Receives and records incident related information using a variety of tools, techniques and procedures.
• Conducts analysis, gathers information (i.e. click steps, logs, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems.
• Uses judgment within defined practices and procedures.
• Uses knowledge and skills to address customers’ needs and resolve problems within existing specifications and standards; unusual problems which may require exceptions to procedures or processes are referred to a more senior engineer.
• Troubleshooting with tools and techniques, including network analysis through Wireshark (or equivalent), Microsoft Windows Server analysis using built-in and third-party tools, Oracle database analysis, and Microsoft Internet Information Systems analysis, and more.
• Collaborate with teams as needed to resolve client issues and request enhancements for our products.
• Maintains customer relationships by handling their questions and concerns with speed and professionalism.
• Establishes priorities and communicates effectively with clients.
• Overcomes constraints to resolve client issues and meet established deadlines.
• Actively contributes to a knowledge base that improves the effectiveness of the team, and information available to our clients.
• Communicate with product teams on customer feedback and help develop longer-term improvement options.
• Acting as primary contact for assigned clients with respect to product company performance and operational processes