Technical Support Specialist

CUES is the world's leading manufacturer of closed circuit television video (CCTV) inspection, rehabilitation, pipe profiling equipment and pipeline inspection/asset management software for sanitary and storm sewers, industrial process lines, and water lines. With our headquarters and manufacturing facility located in Orlando, FL, we dedicate over 70,000 square feet and over 400+ full time employees to serve and support our customers. Additional facilities with stocking warehouses and service personnel are located in southern and northern California, Georgia, Wisconsin, Oregon, and Ontario, Canada.

We offer excellent benefits:

• Tuition Assistance Programs, Adoption Assistance Programs, Employee Assistance Programs
• Nine paid holidays plus Christmas Week shutdown!
• Eligible for 401k, Health, dental and vision, supplemental on 1st day.
• Begin accruing vacation and sick time on 1st day.

JOB SUMMARY

The CSD Technical Support Specialist [TSS] is responsible for working closely with customers to install, configure, troubleshoot and train software users on the operation of the CUES GraniteNet software. Working closely with the existing team of support personnel, the TSS will handle:

• Level I and II Support Calls that come in from the switchboard or other means related to software issues.
• Prioritize and plan the customer follow-ups to organize, solve, delegate and track the issues to resolution.
• Using the Cues Customer Support Portal the TSS will have full visibility to the Help Desk operation and will manage the proper use of the system to maximize efficiency and attention to detail.
• Monitor the portal to reply to questions posted on the forums, maintain proper versioning of collateral posted to the site for customer downloads, and assist with key code issuance for licensees of CUES software.
• Understand the customer's overall data management and work flow environment and assist the customers appropriately with adopting the best procedures that are aligned with the software's capabilities to meet their goals.
• Troubleshoot software related issues as they are elevated up from Level 1 Support. Typical issues can be related to database synchronization, hardware failure, deciphering error logs, and proper usage of the software.
• Provide continuous communication, identifies risk areas, and provide estimates for resolution and tracks and reports progress / issues to all relevant parties.
• Contribute innovative ideas to the overall product development process to allow Cues to continually improve and attain market leadership
• A solid understanding of computer hardware technology, including OS's, device drivers, network troubleshooting, and database access is required.
• Familiarity with Software Development helpful.

EXPERIENCE REQUIRED

General Experience

• 4+ years of IT industry experience with a focus on Help Desk support and hardware configuration
• 3 years of MIS/IT experience
• 2 years of project management experience
• Excellent telephone communication skills
• Should have a thorough understanding of the customer support lifecycle from issue report to ticket closure
• Excellent customer expectation management and Customer Relationship Management (CRM) skills.
• Ability to identify the root causes of issues especially when they are not clearly obvious

PROJECT MANAGEMENT

• Experience in managing customer expectations and follow-up process to close tickets
• Ability to assess and mentor Level 1 team members
• Experience in risk management, risk assessment and mitigation
• Accomplished time management and organizational skills
• Attention to detail

BUSINESS SKILLS

• Skilled at understanding a variety of customer organizational and technical environments

COMMUNICATION

• Excellent verbal and written communication skills. Ability to give clear and precise direction to customers and team members
• People Management
• Accomplished people management, motivation and leadership skills
• Prior experience in managing Help Desk activities
• Technical Skills
• Excellent hardware configuration experience
• Understanding of Windows-based troubleshooting tools
• Familiarity with MS Access, SQL Server, and Oracle databases
• Some knowledge of software development, C++, C#

TRAVEL

• Must be available for travel up to 10% of the time

Thank you for your interest in our company.

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ABOUT SPX

SPX is a diversified, global supplier of infrastructure equipment with scalable growth platforms in heating, ventilation and air conditioning (HVAC), detection and measurement, and engineered solutions. With operations in 17 countries and approximately $1.4 billion in annual revenue, we offer a wide array of highly engineered products with strong brands.

SPX TOTAL REWARDS

At SPX , what's in it for our employees transcends market-competitive compensation and benefits. Our Total Rewards program also includes opportunities for employees' personal development, career growth, and recognition. These programs focus on alignment and assessment of organizational, team, and individual efforts toward achieving business results. Our development and career growth programs empower our employees to enhance their skills, develop new competencies, and pursue career goals. SPX benefits package provides choices designed to help employees manage their well-being. Our compensation programs are performance-based to recognize and reward employees who work hard, display the values and leadership practices we embrace, and deliver exceptional results.

OUR VALUES

• Integrity
• Accountability
• Excellence
• Teamwork
• Results

At SPX, our values are at the heart of everything we do. We use our values every day to help us make the right decisions. We embrace a common purpose and strive for improvement. We respect and value each other as individuals and recognize that only by working together, as a team, can we reach our full potential. We take responsibility for our actions, build strong relationships with each other and our customers, and always act ethically. Our values inspire us to achieve the high standards of quality, safety, and performance that our customers expect and deserve.

WORKING AT SPX

Our work environment is established on a work-life philosophy supported by policies, programs, and practices that help employees achieve success within and outside the workplace. We believe in creating an inclusive work environment where employees strive to realize their fullest potential. We are an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, genetic information, age, disability, veteran status or any other legally protected basis.