Technical Support Engineer

An Amazing Career Opportunity for a Technical Support Engineer III!!

Location: Eden Prairie, M N

Job ID: 21163

Are you passionate about the customer journey? Do you LOVE supporting customers navigate & solve technical problems? Then we have just the role for you!

Who are we?

HID powers the trusted identities of the world's people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,000 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo

HID's Technical Support Department:

As a technical support function, we come to the rescue for our customers, partners & sales teams to resolve challenging issues with the world's broadest and most sophisticated portfolio of card printers, laser engravers, encoders and software

As our Technical Support Engineer, you'll support HID's success by:

• Resolving assigned HID product questions &/or problems by telephone, e-mail, remote sessions, and/or in person.
• Acquiring and maintaining current knowledge of all assigned product offerings and technical support procedures in order to provide accurate solutions to customers.
• Promoting accurate features, benefits, value, and proper use of products when helping customers, providing a positive solution to customer problems and providing proper guidance to help the customer select the right HID product to solve their business need.
• Providing feedback to engineering, operations and product management regarding product problems, enhancements, and customer requirements for new product features as requested.
• Maintaining accurate records of customer contact information, summary of customer interactions and problem resolution utilizing Salesforce CRM. Additional administration of Salesforce CRM to include, but not limited to, trouble-tickets, FAQs, documentation, Knowledge Base Articles and other content.
• Providing updates, status, and completion information to supervisor, issue tracking system, and/or users via Phone, e-mail or in-person communication.
• Advising the customer, sales team, and any potential customers regarding the resolution of technical or engineering issues that affect sales, installation or utilization of any products and/or services provided by HID.
• Testing product function, performance and operating characteristics for engineering & marketing to evaluate suitability for specific customer requirements

What we will love about your background:

• Familiar with various operating systems, such as Window 10, Windows 11, Linux, Mac, etc.
• Familiar with different Microsoft Server operating systems such as Server 2008, 2012, 2016, 2019, 2022 and newer is a plus.
• In depth knowledge of Windows and application logging.
• Knowledge of virtualization and the use of VM Ware.
• Experience with Relational Databases, SQL Server, MySQL and/or Oracle.
• Must have experience with the operation and connection of network devices; hubs, switches, routers, etc.
• Experience with Saleforce CRM is a plus.

Your Experience and Education include:

• BA/BS degree in a technical subject, and/or 5 - 10 years of experience within ID Card Printing and/or Thermal Transfer Printing.
• Must possess a minimum of four years' experience in technical service and product support, preferably with ID Card Printers.
• Must have excellent telephone/interpersonal/communication skills.
• Critical thinking and problem-solving skills are a must.

Who you are as a Team Member:

• Exceptional communication skills, both written and verbal.
• Willingness to 'roll up sleeves' and dive deep into tactical work when necessary.
• Good interpersonal skills, willingness to learn and continue to grow professionally.
• Strong team player and ability to work well with others.
• You welcome opportunities to incorporate diversity into your work, including valuing different backgrounds, experiences and opinions. You also embrace creating and nurturing a culture of diversity, inclusion, and belonging.

Why apply?

• Empowerment: You'll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don't need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

The wage range for this role considers a broad scope of factors that are considered when making compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At HID, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

HID is an Equal Opportunity/Affirmative Action Employer - Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.

We make it easier for people to get where they want to go!

On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go - without having to think about it.

When you join our HID team, you'll also be part of the ASSA ABLOY Group, the global leader in access solutions. You'll have 52,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

#LI-HIDGlobal

Eden Prairie, MN, US, 55344

Customer Service & Contact Center Operations

0-10%

Mid-senior level

28-Jul-2023

Nearest Major Market: Minneapolis