Technical Support Engineer

4 weeks ago

Ann Arbor, United States CampusMobility Full time

We're hiring.

Technical Support Engineer Department: Tech Support Office: Ann Arbor

Description Perform a variety of general support activities in the technicalsupport function. As a technical liaison, be responsible for providingtroubleshooting and technical support to customers. Help usersdecide best and most efficient use of products to meet their goals.Advise customers regarding the product's proper use and addressspecific user issues. Assess and respond to situations where standardprocedures have failed in isolating or fixing problems. Documentproduct design problems, reliability and maintenance problems,and customer issues in database for engineering and for customers.Assist in training and mentorship of fellow technical supportstaff. Work under general supervision with input from senior Engineersand Management. Possess good knowledge of products and applications.Must be able to operate across several computer environments andplatforms.

Responsibilities Facilitate resolution of customers problems in specific productareas, by verifying problems and maintaining status of problemand problem resolution in call tracking database and in customerKnowledge Base. Update customer and manager on problem resolutionstatus. Perform moderately complex technical product support activities.Answer customers' support questions to their satisfaction andin a timely manner, according to established technical supportpolicies and guidelines. Work with Sales, Marketing, and Developmentgroups to resolve customer issues. Provide feedback to developerson product problems or weaknesses reported by customers.

Responsibilities also include working well with a team of otherengineers to provide professional and courteous technical supportvia telephone and email for the continually growing CampusMobilityPlatform. Support effort includes phone, email, fax, and web forumposting. Test software and review documentation.

Requirements Minimum 2 year experience involved in Technical Support, directexperience in configuration or repair of computer networking systems,including supervisory or managerial duties. Working knowledgeof Windows NT/2K, FreeBSD and general LAN/WAN networking theoryand practice (Netware a plus) required. Strong working knowledgeof UNIX desired. Strong written and verbal communication skills.Ability to isolate and analyze problems, determine if they arebugs or other problems, and resolve and document them. Stronginter-personal skills. Ability to learn new technologies and productsquickly.

E-Mail Contact jobs@campusmobility.com

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