Technical Support Representative

2 days ago

🇺🇸 United States – Remote

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

🌲 Oregon – Remote

Although this job is listed in Oregon, this company may be open to hiring remote in other states.

+2 more states

🏄 California – Remote 🌲 Oregon – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote

💵 $58k - $76k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🦅 H1B Visa Sponsor

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MiTek

WebsiteLinkedInAll Job Openings

Engineering • Construction • Offsite Construction • Structural Engineering • Truss Manufacturing

5001 - 10000 employees

Founded 1955

☁️ SaaS

Description

• Responsible for providing technical assistance to customers and internal users in support of complex Structural Engineering, CAD, and Business Management applications within the MiTek Software Suite. • Answer questions or resolve software and related computer problems for clients and co-workers in person, via telephone or remotely. • Assistance shall include installation, system configuration, network interaction, feature usage, enhancement needs and system behavior • Receive incoming customer issues in support of complex Structural Engineering, CAD, and Business Management applications within the MiTek Software Suite and help the customer resolve those issues by; • Researching previous customer issues within call tracking system; • Developing a method to isolate the variables of the issue and test those variables individually until finding the cause of the issue; • Contribute and collaborate with those that focus in that area of the software or applications which includes Technical Representative III, Technical Representative IV, SQA, and Developers. • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities with use in Salesforce • Research open, unsolved, and complex customer issues • Develop a training curriculum, assemble training materials, construct, and maintain a set of data for training and hold training classes • Travel to customer sites to troubleshoot complex and in-depth issues, help the customer optimize and develop their manufacturing process and conduct training classes on new software and features for new and existing employees • As needed, work on assigned projects from Technical Support Manager or Technical Representative IV which require more time to resolve • When needed works directly with Product Management and Software Development as part of a decision-making team to ensure proper correction of defects and implementation of enhancements into the software • 5% Travel to customer sites to troubleshoot complex and in-depth issues, help the customer optimize and develop their manufacturing process and conduct training classes on new software and features for new and existing employees.

Requirements

• Bachelors Building and Construction Technology required • 2 years of experience in Truss design or framing required • 1-2 Years of experience in troubleshooting, call center support, information technology • Equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis • Able to perform mathematical skills such as calculating proportions, percentages, area, circumference, and volume and able to apply concepts of basic geometry • Ability to read and understand prints and schematics • Able to use Microsoft Office Applications • Must have strong communication and customer service skills. • Need to be able to communicate effectively, both verbally and written, while assisting customers over the phone, email or in person. • Ability to interact at a high level of professionalism. • Familiar with all MiTek proprietary software including, but not limited to, MiTek Suite, Engineering, Structure, and Business Management applications. • Knowledge and experience with Microsoft Windows Operating Systems, Terminal Server/Citrix environments, various networking environments or AutoCAD a plus.

Benefits

• Flexible Paid Time Off - take as much time off as you need! • Medical, Dental and Vision Insurance begin on Day 1! • Profit Sharing Plan and Annual Incentive Plan • 13 Paid Holidays • 401k Plan with Matching Contributions • Paid Parental Leave and Paid Caregiver Leave • A variety of Medical, Dental and Vision Plans to choose from • Short-Term Disability Coverage, Long-Term Disability Coverage and Life Insurance • Tuition Reimbursement • Career advancement and training opportunities!