Support Engineer I

The Support Engineer I provides initial contact with customers, assessing and assisting with technical issues and customer inquiries. The Support Engineer I is dedicated and driven to provide each client with an excellent customer experience. This position is responsible for performing technical support for clients and providing appropriate resolutions for all technical issues related to Cleo software.
This is an on-site role in our Rockford, Illinois, Corporate Office.
What You Will Be Doing

• Provide initial contact with customers via phone, email, or remote access, addressing customer inquiries while ensuring top-tier customer service.
• Troubleshoot and develop technical solutions related to software licensing, installation, configuration, and general operation for customers.
• Monitor assigned customer queues and provide appropriate responses to meet stated SLAs.
• Escalate urgent problems requiring more in-depth knowledge to the next level of engineers.
• Leverage the Solution Center effectively, including the knowledge base, to assist and inform customers.
• Provide appropriate, relevant verbal and written content to customers.

Your Qualifications

• Bachelor's Degree or 1+ years of Technical Support work experience
• Customer Service Experience
• General Operating System Knowledge
• General Networking knowledge
• General Software Knowledge (Installation, Configuration, Migration, Removal)
• Communication Protocol experience (HTTP / SMPT / FTP / SSHFTP)

A few things we have to offer:

• Competitive compensation
• Great Healthcare + Dental + Vision
• Flexible PTO
• Culture of support, encouraging Life-Work balance
• 401k match
• FSA and HSA options
• Employee Assistance Program
• Paid Parental Leave
• Representing a company with 4,000+ clients and a 99% retention rate
• Accelerated title and salary growth potential
• A fun and energetic work environment that makes you excited to go to work every day