CX Support Engineer (Technical and Customer Experience Support)

Job Description

Innova Solutions is supporting a client in the SaaS space who is immediately hiring a Customer Experience Support Engineer!

Position type: Full Time

Location: 100% remote always. Must be within the state of Georgia.

Company and mission: Based in Atlanta-GA, our client operates the platform that bridges gaps between jails, prisons, courts, probation, social services and community-based organizations, by empowering individuals to help manage their own case. We're committed to helping people with their successful reintegration back into society.

For this CX Support Engineer we are looking for an energetic, persistent, problem-solver to join our growing and diverse team to keep our customers happy and on track as we grow.

What You Will Be Doing:

• You will be providing technical support for our platform, including being on-call weekends and nights, on a rotation basis.
• You will use our ticketing system to record and manage incidents, and the logging and other tools to research customer issues, as well as oversee the general health of the environment.
• Since support volume has historically been low, when not called out, you will have the opportunity to get to know the product through testing, and be able to contribute through your development skills towards improving the product operations.
• Above all, your job is to keep our customers and their clients happy and able to operate the platform.
• Since we handle confidential Information security for government agencies and others, information security, and privacy are of the utmost importance.
• Finally, this role may present the opportunity to manage internal or external IT systems such as mobile device management, asset management, firewalls etc.
• Our goal is to be the easiest company our customers work with!

Preferred qualifications and skills:

• 3+ years of experience in technology/application support.
• Exposure to the Software development life cycle experience in web application development
• Exposure to JavaScript Libraries, cloud technologies like AWS and/or NoSQL databases like Mongo.
• Excellent verbal and written communications are essential
• Must pass a fingerprint-based background check
• Must respect the life experiences of our customers and end users
• Must take seriously information security and privacy

Note: For this role we would consider a candidate with software development boot camp experience.

Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.

Thank you!

PAY RANGE AND BENEFITS:

Pay Range*: $65,000 - 80,000

*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

Website : https://www.innovasolutions.com/

Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at [email protected] or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.

The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.