Technical Support Engineer

4 days ago

Duluth, United States The CBORD Group Full time
Description

Position at The CBORD Group, Inc.

Job title: Technical Support Engineer

Location: HYBRID - Duluth, GA or Scottsdale, AZ

Who we are:

Transact and CBORD have joined forces as industry leaders to bring the best integrated technology solutions to education, healthcare, and business campuses worldwide. Be a part of this exciting new partnership, committed to transforming organizations and improving the lives of people doing mission-critical work.

Why join our team?

We strive to provide the very best customer experience in the industry and have succeeded with a single, strong motivating principle: We serve our user community.

Our success and growth are directly attributed to our people. Our newly combined companies are dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions.

What you'll be doing:

  • Issue Ownership: Take full responsibility for customer-reported issues, ensuring they are resolved in a timely and effective manner.
  • Problem Solving: Research, diagnose, troubleshoot, and identify solutions to resolve system issues, which includes interacting with customers to understand the problem thoroughly.
  • Escalation Management: Follow best practices for escalating unresolved issues to the appropriate internal support team, with detailed case notes that outline troubleshooting steps and results.
  • Customer Communication: Maintain regular communication with customers to keep them informed about the status and progress of their cases.
  • Documentation: Maintain detailed documentation of all issues and resolutions in case notes and to contribute to a growing knowledge base that helps in faster resolution of future problems.
  • On-Call Support: Participate in on-call rotations, providing support for critical issues outside of normal business hours.
  • Continuous Learning: Actively engage in learning new technologies and product updates to improve problem-solving capabilities.
Who you'll work with:
  • Customer system administrators, end users, and IT staffs
  • Support team, including Leadership
  • Team members from various departments (Development, Product Management, QA, Sales, Professional Services)
  • Third-party partners
What you bring to the table:
  • A college degree in Computer Science, Information Technology or related fields, is preferred, although equivalent experience will also be considered
  • Ideally 2+ years of relevant work experience in a technical support environment, especially assisting customers
  • Strong logical problem-solving abilities and communication skills, coupled with a collaborative team spirit.
  • Fundamental knowledge of Windows, PCs, SQL, client/server architecture, networking (including tools like Wireshark), various operating systems, databases, telephony, and software applications.
  • Familiarity with XML and API a plus but not mandatory. Experience with SaaS models and applications is advantageous.
  • General understanding of major RDBMS, with emphasis on Oracle, MS SQL, and Sybase, which are SQL-based databases.
  • Strong customer service skills with a strong grasp of customer service principles and practices backed by prior customer-facing experience.
  • A positive, professional, and solution-oriented mindset in approaching your role.
What's good to know:
  • Career development opportunities
  • Eligible for overtime on an as-needed basis
  • Occasional travel may be requested; less than 10%
  • Fulfillment of government security clearance application process may be required
What you get when you join our team:
  • Flexible time off to include paid holidays and volunteer time
  • Robust health, dental, and vision insurance plans on your first day of employment
  • Comprehensive employee assistance program (EAP)
  • Employer-paid life insurance/AD&D/short-term and long-term disability insurance
  • Flexible spending account (FSA) or health savings account (HSA)
  • Matched 401(k)
  • Employee stock purchase plan


Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Transact + CBORD is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.

As of Aug. 20, 2024, Transact and CBORD have merged to drive innovation and operational excellence across education, healthcare, and corporate markets. You can read more about the merger here: Transact News or CBORD Newsroom.

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