Customer Support

Technical Support Engineer

 

Job Description

We are seeking a highly competent individual to join us as a Technical Support Engineer. Your office hours will consist mainly of providing phone, e-mail, and Internet-based support of our Windows-based software products. You'll work with clients of all ability levels, solving technical problems and answering questions on how to use the software. The ideal candidate will have exceptional presentation and problem-solving skills, a strong phone presence, poise in challenging situations, and the energy and ambition to take ownership of each and every customer interaction.

 

Primary Responsibilities

  • Logs into phone system at all times

  • Monitors inbound e-mails to ensure all items are handled in a timely fashion

  • Maintains a well-organized case list and adheres to documentation rules for every client interaction

  • Owns every issue they touch, researching difficult issues and appropriately escalating as needed

  • Stays alert to trends, patterns, or sensitive issues and communicates them to the team

  • Documents and relays bug reports and feature requests to development teams

  • Provides answers to clients by identifying problems; researching answers; guiding client through use of the programs

  • Expected to have a both strong general product and technical knowledge of all of the B2W products

  • Compiles customer feedback to help shape future development plans

  • Actively contributes to the development of knowledge base articles and other internal documentation

  • Carries a pager on a rotating basis to assist clients after-hours

  • Assists in-house employees with technical issues

 

Qualifications & Requirements

  • College degree in a field suitable to the role

  • Solid knowledge of relational database concepts

  • Highly motivated self-educator

  • Natural troubleshooting instincts

  • Telephone support experience and/or a background in technical training

  • Expertise with Microsoft Windows desktop and server operating systems, including experience with Microsoft networking

  • Excellent verbal, written, and problem-solving skills

  • Strong communication and interpersonal skills that demonstrate the ability to interact effectively with a wide variety of personalities both inside and outside of the company

  • Ability to understand customer concerns, to take ownership of those concerns, and utilize the necessary resources to resolve those concerns

 

Benefits

  • Company matching 401k (50% of the first 6%)

  • Profit sharing or year-end MBO program

  • Paid vacation time

  • Health insurance paid 75% by company

  • Employee co-pay dental plan paid 75% by company

  • Company offers a variety of unique benefits, including company-paid lunches and events

  • Company-paid parking access for public parking garage

 

How to Apply

To apply for this position, submit the following via email to SupportRep@B2WSoftware.com

  • Cover letter

  • Resume

  • Completed Questionnaire (Please click for access to the questionnaire)

 

About B2W Software
B2W Software empowers heavy civil construction companies to win more work and complete it more profitably. The company’s ONE Platform connects people, workflows and data and supports advanced, unified applications for managing estimating, scheduling, field tracking, equipment maintenance, data capture and business intelligence.

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