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Application Engineer I

4 months ago

Knoxville, United States ELO Touch Full time

We know touch - it's our only business. In fact, we invented the touchscreen over 50 years ago and haven't stopped since. Every 21 seconds, a new Elo touch screen is installed somewhere in the world. We obsess over details to exceed the highest quality standards.

Our sales approach begins by identifying customer demands before they become challenges. We’re committed to delivering customer success through our comprehensive expertise in software and technology. We don’t just sell things. We offer solutions to tomorrow’s challenges.

The Application Engineer I will provide expertise and support to Elo’s internal and external customers via telephone, email and in person as needed. The successful candidate will embrace the ‘customer first’ mentality with a focus on customer experience. Effective communication at all layers of business is necessary, including the ability to provide concise detail around solutions both verbally and in writing. The Application Engineer I will be responsible for managing technical based support cases and will be responsible for proper tracking, communication and schedules as needed. They will work directly with other Elo personnel to help drive solutions for the customer. The Application Engineer I will manage issues and projects in an effective manner, while focusing on providing the best customer experience possible. The individual should have troubleshooting and problem-solving capability.

Responsibilities:

  • Ability to Support Solutions Architects, Sales Managers, and customers via telephone and email as needed as first level support personnel.
  • Always embrace the ‘customer first’ mentality with a focus on customer experience
  • Manage issues and projects in an effective manner, while focusing on providing the best customer experience possible
  • Ability to manage incoming calls and emails via the Support queue, gather needed information effectively and efficiently and coordinate with others to provide proper solutions
  • Manage support-related projects and responsible for proper tracking, communication and schedules as needed
  • Advanced degree of troubleshooting capability while overseeing technical issues and projects
  • Ability to consistently deliver a best-in-class customer experience supporting products and services
  • Maintain a high level of product knowledge and applications
  • Articulate technology and product positioning to both business and technical users
  • Capable of providing online trainings and walk throughs of products at an intermediate level
  • Basic documentation, KB articles and videos
  • Other responsibilities and duties as assigned by manager.
Minimum Qualifications:
  • Minimum of a 2-year technical degree from an accredited institution OR 2 years of related technical experience in similar field
  • Experience interacting directly with customers
  • Technical background in computer engineering or related field
  • Prior telephone support experience
  • Effective communication is imperative including the ability to provide extreme detail around solutions both verbally and in writing
Preferred Qualifications:
  • Advanced multitasking ability
  • Ability to learn new concepts quickly
  • Project management
  • Problem solving skills to support technical troubleshooting
  • Intermediate to advanced understanding of the core operating systems in use today: Windows, Mac, Linux, iOS and Android
  • Network troubleshooting experience that includes; LAN, WI-FI and Mobile
  • Multi-lingual (English/Spanish/Portuguese)
  • Empathy towards customer
  • Elevated problem-solving skills
  • Previous technical experience in computer related field or education
Physical Demands:
  • Ability to lift to OSHA single person lift requirements
  • Ability to sit, stand, bend, or walk for prolonged periods of time
  • Ability to travel domestically and internationally.

Elo Touch Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Elo Touch Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Elo Touch Solutions expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Elo Touch Solutions employees to perform their job duties may result in discipline up to and including discharge.