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Customer Support Engineer

5 months ago

Des Moines, United States Fastpath Solutions, LLC. Full time

**Customer Support Engineer**

Support Des Moines, Iowa Minimum Experience **Mid-level**

We decided to answer that challenge in the simplest terms: we hire talented professionals who truly understand that our workplace is a highly collaborative and interactive work environment. You see, at Fastpath, we get along, we respect each other, and we rely on each other to deliver outstanding service to our clients. It is part of why we recently earned Iowa's Top Workplace Award Read more about why Fastpath won these awards .

Every day, we deliver solid results through a fluid process. We are at the cutting edge of security, audit and compliance solutions which means we balance disciplined project management with spontaneous innovation every single day.

Customer Service Engineers address customer questions and concerns regarding Fastpaths products. These professionals answer incoming questions from customers and troubleshoot technical problems. They also provide customer assistance when installing Fastpath software.

Responsibilities:

* Install and configure Fastpath applications

* Prioritize and manage support desk workflow

* Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion

* Keep up-to-date on product updates and familiarize yourself with emerging technologies

* Keep track of users system issues until they are resolved by adhering to the agreed SLA

* Resolve complex problems via phone, email, or chat and provide written instruction and technical manuals

* Follow standard procedures to resolve issues by escalating them to relevant internal departments

* Provide accurate feedback to customers promptly

* Ensure proper logging of all issues in Zendesk and CRM

* Follow up with clients to ensure software is functioning properly after troubleshooting

* Document technical knowledge in the knowledge database

* Train customers on the use of Fastpath software

* Report defects and offer suggestions for product improvement

* Seamlessly work on multiple projects simultaneously

* Maintain a strong customer focus and ability to quickly gain technical knowledge of Fastpath products

Desired Qualifications:

* Have experience working with different operating systems (Windows or Linux or Mac OS), extensive understanding of computer systems, networks, mobile devices, and other technological equipment, expertise in LAN/WAN

* Engineers should be familiar with help desk software, such as Zendesk, and remote desktop applications

* Must possess excellent analytical and problem-solving skills, should have solid verbal and written communication skills with the ability to work calmly when under pressure

* Must be a good team player and collaborate with departments on a consistent basis

* Proficiency in Soft Skills (interpersonal communication / work ethic / creative thinking, etc.).

* Ability to work independently using the resources available to solve issues and know when to ask for help

Desired Experience:

* B.S. or Associate degree in Information Technology or related field or equivalent experience

* Experience in all phases of a software support process

Technical Skills:

* Experience with Microsoft office products and the ability to write SQL scripts

* Have solid verbal and written communication skills

* Experience in installing different software and RDP interfaces

Perks to working at Fastpath:

* 100% employer paid health, dental, disability and life insurance

* Additional benefits include: Vision, FSA and voluntary life insurance

* Casual dress

* Unlimited PTO

* 401k Employer Match

Location Des Moines, Iowa Minimum Experience Mid-level