Technical Support Specialist
3 weeks ago
As a Technical Support Representative at MiTek Inc, you will play a crucial role in providing exceptional technical assistance to customers and internal users. Your primary responsibility will be to support complex Structural Engineering, CAD, and Business Management applications within the MiTek Software Suite. You will be the go-to person for resolving software and related computer problems, ensuring seamless user experience and satisfaction.
Key Responsibilities
- Receive and resolve customer issues related to complex applications, collaborating with cross-functional teams to ensure timely and effective solutions.
- Maintain accurate records of daily data communication transactions, problems, and remedial actions taken, utilizing Salesforce for data management.
- Conduct thorough research on open, unsolved, and complex customer issues to identify root causes and develop effective resolutions.
- Develop and deliver training programs, materials, and data to support employee development and knowledge sharing.
- Travel to customer sites to troubleshoot complex issues, optimize manufacturing processes, and conduct training sessions on new software features.
- Work on assigned projects from the Technical Support Manager or Technical Representative IV, requiring more time to resolve, as needed.
- Collaborate with Product Management and Software Development teams to ensure proper defect correction and enhancement implementation.
Requirements
- Bachelor's degree in Building and Construction Technology or a related field.
- 2 years of experience in Truss design or framing, with 1-2 years of experience in troubleshooting, call center support, or information technology.
- Equivalent combination of experience and education may be considered.
- Strong mathematical skills, including calculating proportions, percentages, area, circumference, and volume, as well as basic geometry concepts.
- Ability to read and understand prints and schematics.
- Proficiency in Microsoft Office Applications.
Soft Skills
- Excellent communication and customer service skills, with the ability to communicate effectively verbally and in writing.
- High level of professionalism and interpersonal skills.
Computer Skills
- Familiarity with MiTek proprietary software, including MiTek Suite, Engineering, Structure, and Business Management applications.
- Knowledge and experience with Microsoft Windows Operating Systems, Terminal Server/Citrix environments, various networking environments, or AutoCAD.
Additional Requirements
- 5% travel to customer sites for troubleshooting, training, and optimization purposes.
Benefits
- Flexible Paid Time Off.
- Medical, Dental, and Vision Insurance.
- Profit Sharing Plan and Annual Incentive Plan.
- 13 Paid Holidays.
- 401k Plan with Matching Contributions.
- Paid Parental Leave and Paid Caregiver Leave.
- A variety of Medical, Dental, and Vision Plans.
- Short-Term Disability Coverage, Long-Term Disability Coverage, and Life Insurance.
- Tuition Reimbursement.
- Career advancement and training opportunities.
About MiTek
MiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. With nearly 5,600 team members worldwide, MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction.
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