Time zones: EST (UTC -5) CST (UTC -6)
About the Role:
We are seeking a driven and experienced Technical Support Engineer to join our dynamic team. You will play a pivotal role providing technical support and troubleshooting for our jury management software applications and ensuring client satisfaction throughout the process.
Every day you will make an impact by troubleshooting and resolving our clients’ issues. This troubleshooting runs the gamut from helping the customer in the moment and bringing their issue to resolution to diving deep into technical problems: diagnosing resolving and making programming changes and database modifications. The ideal candidate will effectively communicate solutions to technical and non-technical users.
This role is perfect for someone who enjoys a variety of both quick wins and intricate puzzles and is passionate about using their technical expertise to empower others.
Responsibilities:
● Customer Support: Respond to and resolve incoming technical support requests related to DBase/FoxPro database C++ MFC classic ASP Visual Studio 6 IIS Microsoft Access and MS Visual Basic 6 applications.
● Programming and database modifications: Diagnose and troubleshoot technical issues identifying root causes and making the programming changes necessary to bring to resolution.
● Documentation: Create and maintain comprehensive technical documentation including troubleshooting guides and knowledge base articles.
● Collaboration: Work closely with the client support team to identify and resolve system issues.
Success Criteria
We are looking for someone who thrives on client satisfaction and is passionate about building a best-in-class support experience. Here is what success looks like by month 6 and beyond:
· Issue Resolution: You can diagnose and troubleshoot complex client issues independently. You consistently resolve tickets and ensure first-contact resolution when possible.
· Prioritization : You can juggle multiple tasks and effectively prioritize your workload. You understand when a client issue is urgent and can efficiently triage client requests based on their impact and severity. Your success will be measured by your ability to meet client deadlines and resolution times.
· Ownership: You take ownership over your work and the success of our clients and are proactive in identifying and resolving issues.
· Supportive Teammate: You are a dependable teammate who fosters a collaborative environment. You are always willing to help a colleague and provide backup support when needed. Your colleagues value you as an integral part of a supportive team.
Qualifications
● 3+ years of experience in providing technical support for legacy systems and applications.
● 3+ years' experience with the following languages and tools: C# and/or C++ Visual Studio
● 3+ years of providing technical support via phone and/or email
● Strong problem-solving and analytical skills.
● Strong sense of urgency in responding to client questions and bringing them to resolution
● Ability to effectively prioritize and manage multiple tasks.
● Strong attention to detail and accuracy.
● Excellent organizational and time-management skills
Bonus Points:
● Experience working with government agencies
● Experience with Javascript MFC Visual Basic 6