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We're hiring.
Technical Support Engineer
Department: Tech Support
Office: Ann Arbor
Description
Perform a variety of general support activities in the technical
support function. As a technical liaison, be responsible for providing
troubleshooting and technical support to customers. Help users
decide best and most efficient use of products to meet their goals.
Advise customers regarding the product's proper use and address
specific user issues. Assess and respond to situations where standard
procedures have failed in isolating or fixing problems. Document
product design problems, reliability and maintenance problems,
and customer issues in database for engineering and for customers.
Assist in training and mentorship of fellow technical support
staff. Work under general supervision with input from senior Engineers
and Management. Possess good knowledge of products and applications.
Must be able to operate across several computer environments and
platforms.
Responsibilities
Facilitate resolution of customers problems in specific product
areas, by verifying problems and maintaining status of problem
and problem resolution in call tracking database and in customer
Knowledge Base. Update customer and manager on problem resolution
status. Perform moderately complex technical product support activities.
Answer customers' support questions to their satisfaction and
in a timely manner, according to established technical support
policies and guidelines. Work with Sales, Marketing, and Development
groups to resolve customer issues. Provide feedback to developers
on product problems or weaknesses reported by customers.
Responsibilities also include working well with a team of other
engineers to provide professional and courteous technical support
via telephone and email for the continually growing CampusMobility
Platform. Support effort includes phone, email, fax, and web forum
posting. Test software and review documentation.
Requirements
Minimum 2 year experience involved in Technical Support, direct
experience in configuration or repair of computer networking systems,
including supervisory or managerial duties. Working knowledge
of Windows NT/2K, FreeBSD and general LAN/WAN networking theory
and practice (Netware a plus) required. Strong working knowledge
of UNIX desired. Strong written and verbal communication skills.
Ability to isolate and analyze problems, determine if they are
bugs or other problems, and resolve and document them. Strong
inter-personal skills. Ability to learn new technologies and products
quickly.
E-Mail Contact
jobs@campusmobility.com
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