Technical Support Engineer

Job title: Technical Support Engineer

Location: Remote

Who we are:

Transact and CBORD have joined forces as industry leaders to bring the best integrated technology solutions to education, healthcare, and business campuses worldwide. Be a part of this exciting new partnership, committed to transforming organizations and improving the lives of people doing mission-critical work.

Why join our team?

We strive to provide the very best customer experience in the industry and have succeeded with a single, strong motivating principle: We serve our user community.

Our success and growth are directly attributed to our people. Our newly combined companies are dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions.

What You’ll Be Doing

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

What You’ll Bring to the Table

• Technical Expertise: Fundamental knowledge of Windows, PCs, SQL, networking tools like Wireshark, various operating systems, databases, and software applications.
• Problem-Solving: Strong logical problem-solving abilities.
• Time Management: Demonstrates a strong ability to manage time methodically, plan tasks thoughtfully, and prioritize actions strategically, with an openness to adopting new strategies as needed.
• Communication Skills: Strong communication skills with a collaborative spirit.
• Team Collaboration: Works effectively within a team.
• Customer Service: Strong grasp of customer service principles demonstrating urgency in customer issue resolution.
• Professional Development: Actively seeks opportunities for growth.
• Education: Degree beneficial but not required.
• Experience: 2+ years in customer-facing technical support environment

What’s Good to Know

• Eligible for over-time on an as-needed basis.
• Excellent career development opportunities.
• Occasional travel may be requested (DREAMstart, team meeting), less than 10%
• Fulfillment of government security clearance application process may be required.

Who You’ll Work with

• Other support services team members.
• Customer system administrators, end users, and IT staff.

Cross-functional team members including Professional Services, Development, Product Management.

What you get when you join our team:

• Flexible time off to include paid holidays and volunteer time
• Robust health, dental, and vision insurance plans on your first day of employment

• Comprehensive employee assistance program (EAP)
• Employer-paid life insurance/AD&D/short-term and long-term disability insurance

• Flexible spending account (FSA) or health savings account (HSA)
• Matched 401(k)
• Employee stock purchase plan

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Transact + CBORD is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.

As of Aug. 20, 2024, Transact and CBORD have merged to drive innovation and operational excellence across education, healthcare, and corporate markets. You can read more about the merger here: Transact News or CBORD Newsroom.