Software Technical Support Engineer – Full Time
<!–mep-nl–>MSI’s growth has created a career opportunity in technical support!
<!–mep-nl–><!–mep-nl–>The Technical Support Engineer works with customers to resolve software issues and questions pertaining to software capabilities. This role also acts as a liaison between customer and all resources needed to resolve each issue, tests solutions to issues resolved and educates the customer as needed. This role reports to the Support Manager.
<!–mep-nl–><!–mep-nl–><!–mep-nl–><!–mep-nl–>Responsibilities
<!–mep-nl–><strong>Customer Support</strong><!–mep-nl–><ul><!–mep-nl–><li>Learn, adapt to and train on multiple constantly changing products and systems </li><!–mep-nl–><li>Work directly with customers and developers to troubleshoot and ultimately provide training, bug-fixes or new project scope</li> <!–mep-nl–><li>Maintain accurate and useful records of interaction and recommendations for customers </li><!–mep-nl–><li>Ensure timely follow up for long running issues </li><!–mep-nl–><li>Work directly with customers, develop and maintain effective working relationships</li><!–mep-nl–><li>Develop and maintain a knowledge base of issues and resolutions for consumption by self and others</li><!–mep-nl–></ul><!–mep-nl–></br><!–mep-nl–><!–mep-nl–><strong>Project Work</strong> <!–mep-nl–><ul><li>Quickly assess customer business and application requirements </li><!–mep-nl–><li>Produce diagrams, narrative and screen captures to illustrate software functions</li><!–mep-nl–><li>Drive adoption of key internal systems and functions needed to reach the highest levels of support for customers</li><!–mep-nl–><li>Provide succinct ongoing status updates and escalate as appropriate to insure an on-time resolution</li><!–mep-nl–><li>Manage multiple concurrent projects to completion</li><!–mep-nl–><li>Improve business efficiency through contribution to standard support procedures and escalation flows</li><!–mep-nl–></ul><!–mep-nl–></br><!–mep-nl–><!–mep-nl–><strong>Enhancement</strong><!–mep-nl–><ul><li>Understand and document customer requirements for development by self and/or other team resources</li><!–mep-nl–><li>Write SQL scripts to identify data issues or needs</li><!–mep-nl–><li>Other design / development as assigned</li><!–mep-nl–></ul><!–mep-nl–></br><!–mep-nl–><!–mep-nl–><!–mep-nl–><strong>Documentation </strong> <!–mep-nl–><ul><!–mep-nl–><li>Update systems and knowledge base with key information about the business case for the issue, its cause and resolution</li><!–mep-nl–><li>Tailor a custom demonstration with data in a short period of time that reflects customer’s business needs relative to a specific issue</li><!–mep-nl–><li>Screen capture steps to illustrate technology capabilities in the software</li><!–mep-nl–><li>Install and configure multiple existing and emerging technology solutions including client applications, web portals and monitoring tools with email integration for testing purposes</li><!–mep-nl–></ul><!–mep-nl–></br><!–mep-nl–><!–mep-nl–><!–mep-nl–>Professional Qualities
<!–mep-nl–><ul><!–mep-nl–><li>4 Year Degree</li><!–mep-nl–><li>Ability to work successfully on a team comprised of multiple customer and internal teams and resources</li><!–mep-nl–><li>Excellent interpersonal, written/verbal communication, analytical and organizational skills</li><!–mep-nl–><li>Strong time-management skills and abilities to communicate deadlines and dependencies</li><!–mep-nl–><li>Proactive self-starter with a record of producing results with minimal direction</li><!–mep-nl–></ul><!–mep-nl–></br><!–mep-nl–><!–mep-nl–>Experience You will Gain
<!–mep-nl–><ul><!–mep-nl–><li>Experience in a technical role that requires direct work with customers and development organizations</li><!–mep-nl–><li>Experience with Field Service software implementation and/or other operations-facing enterprise software solutions</li><!–mep-nl–><li>Experience in a role demonstrating capabilities to diffuse situations and drive to issue resolution</li><!–mep-nl–><li>Solid understanding of Mobile systems, Multi-tenant Server solutions and their application in field-oriented businesses</li><!–mep-nl–></ul><!–mep-nl–></br><!–mep-nl–><!–mep-nl–>Additional Desired Skills
<!–mep-nl–><ul><li>High technical aptitude</li><!–mep-nl–><li>Expert at Microsoft Office applications</li><!–mep-nl–><li>Experience with demonstrating mobile applications</li><!–mep-nl–><li>Exposure to field service industry operations as a Dispatcher or other</li><!–mep-nl–><li>Commitment to and sense of urgency for issue resolution to minimize customer business impact<!–mep-nl–></li><!–mep-nl–></ul><!–mep-nl–></br><!–mep-nl–><!–mep-nl–><!–mep-nl–>MSI Data is a leading provider of field workforce automation software.
<!–mep-nl–><!–mep-nl–><!–mep-nl–>We offer competitive compensation, an annual bonus program, an excellent benefit program including medical, dental, vision, and prescription insurance coverage, life insurance, 401(k) plan and a great working environment.
<!–mep-nl–>If you are interested in a position with us, please email your resume and salary history/requirements to <a href=”mailto:careers@msidata.com?subject=Software Implementation Consultant”>careers@msidata.com</a>.