Customer Support

Technical Support Engineer

 

Company Profile
Headquartered in downtown Portsmouth, New Hampshire, B2W Software empowers and inspires heavy civil construction companies to win more work and complete it more profitably. The company’s ONE Platform connects resources, workflows and data and includes advanced, unified elements to manage estimating, scheduling, field tracking, equipment maintenance, data capture and business intelligence.

 

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 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
  • We believe in full employee engagement and collaboration across departments; B2W is not a work-remote company

 

Benefits

  • Health Insurance premium paid 75% by company (eligible 1st of month following 30 days of employment)
  • Dental Insurance premium paid 75% by company (eligible 1st of month following 30 days of employment)
  • Flexible Spending Account
  • 401(k) Retirement Plan with company match (eligible 1st of month following 30 days of employment)
  • $100,000 Life Insurance paid 100% by company (eligible 1st of month following 30 days of employment); additional coverage available for purchase
  • Short- and  Long-Term Disability Insurance paid 100% by company (eligible 1st of month following 30 days of employment)
  • Vision Insurance
  • Paid vacation time; two weeks per year in year one, three weeks per year after year one
  • Up to five days of paid sick leave per year
  • Ten paid holidays including Thanksgiving and the day after and Christmas Eve and Christmas Day
  • Energetic and professional work environment
  • Beautiful new office building on the downtown Portsmouth waterfront with easy access to Route 95
  • Company-paid parking access for public parking garage
  • Dress Code – business casual every day
  • Professional development opportunities and tuition reimbursement

 

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

 

How to Apply

To apply for this position, submit the following via email to hr@B2WSoftware.com. No phone calls or recruiters please.

 

B2W Software is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, basis of genetic information, citizenship status, or any other group protected by law.

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