Technical Support Engineer

October 20

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CBORD

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Description

• Take full responsibility for customer-reported issues, ensuring they are resolved in a timely and effective manner. • Research, diagnose, troubleshoot, and identify solutions to resolve system issues, which includes interacting with customers to understand the problem thoroughly. • Follow best practices for escalating unresolved issues to the appropriate internal support team, with detailed case notes that outline troubleshooting steps and results. • Maintain regular communication with customers to keep them informed about the status and progress of their cases. • Maintain detailed documentation of all issues and resolutions in case notes and to contribute to a growing knowledge base that helps in faster resolution of future problems. • Participate in on-call rotations, providing support for critical issues outside of normal business hours. • Actively engage in learning new technologies and product updates to improve problem-solving capabilities.

Requirements

• A college degree in Computer Science, Information Technology or related fields, is preferred, although equivalent experience will also be considered. • Ideally 2+ years of relevant work experience in a technical support environment, especially assisting customers. • Strong logical problem-solving abilities and communication skills, coupled with a collaborative team spirit. • Fundamental knowledge of Windows, PCs, SQL, client/server architecture, networking (including tools like Wireshark), various operating systems, databases, telephony, and software applications. • Familiarity with XML and API a plus but not mandatory. • Experience with SaaS models and applications is advantageous. • General understanding of major RDBMS, with emphasis on Oracle, MS SQL, and Sybase, which are SQL-based databases. • Strong customer service skills with a strong grasp of customer service principles and practices backed by prior customer-facing experience. • A positive, professional, and solution-oriented mindset in approaching your role.

Benefits

• Eligible team members have access to a robust health insurance plan on their first day of employment. • To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year. • Access to an Employee Assistance Program. • Vacation: 15 vacation days; pro-rated during the first year • Holidays: 11 paid holidays each year • Sick Time: 5 sick days • Personal days: 3 personal days; pro-rated during the first year • Employer paid Life Insurance / AD&D / Short-Term Disability Insurance • Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D • Access to FSA Plans & Commuter Benefit Plans • 401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay. Fully vested on day one. • Access to the Roper Employee Stock Purchase Plan • Paid Parental Leave Program • Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization.