Product Support Engineer at AccuV, Inc.

Posted in Architecture 5 days ago.

Type: Full-Time
Location: Frisco, Texas





Job Description:

AccuV, Inc. is hiring a Product Support Engineer in the following area(s): Frisco, TX.

AccuV, Inc. provides software solutions as core service to clients in the telecom industry. As part of the offering, users get a fully integrated solution for organizing and managing projects, site scopes, supplies, deliverables, crew planning, closeouts, and invoicing. AccuV platform was designed & developed to eliminate the multiple touch points of the telecom industry and since its initial implementation, it has grown into a leading technology deployment platform that has been adopted by various industries, increasing job efficiency and accountability.

Job Summary:

Product Support team plays key role of our operations to support applications used by both internal and external users. Members of this team are required to troubleshoot and analyze issues reported by users and assist in the resolution and escalation of issues.

The successful candidate would be responsible for ensuring the success of our customers by effectively providing dependable and timely resolution to all product related technical issues. The candidate is expected to be self-motivated, proactive, results-oriented, and able to provide a high level of customer satisfaction through the delivery of world-class technical support services. Engineer may interface with technical implementation teams which include Product Engineering, Infrastructure team, and Site reliability Engineering, and AccuV Product Management group to work through complex software functional issues and product defects.

Key Responsibilities:


  • Taking accountability of customer issues reported and seeing problems through to resolution


  • Acknowledging and resolving customer issues with effective time management.


  • Communicating with customers to share updates through email, phone, and chat support.


  • Know our product offerings and become a Solution expert, so that you can answer customer questions.


  • Keeping records of customer interactions, transactions, comments, and complaints.


  • Communicating and coordinating with internal teams as necessary.


  • Providing feedback on the efficiency of the customer service process.


  • Ensure customer satisfaction and provide professional customer support.


  • Work as part of our extended support team during escalations or high-volume intervals in a startup atmosphere.


  • Act as a product evangelist to build awareness and understanding.


  • Support configuration, upgrades, installations, and maintenance operations as needed.


  • Document common issues in the form of knowledge base tech notes.


  • Function as the technical subject matter expert to one or more products.

Requirements:


  • MS/BS degree in Computer Science, Engineering or equivalent preferred.


  • Ability to diagnose and troubleshoot systems/applications developed in Java/scripting, C#, T-SQL languages is required.


  • Ability to troubleshoot jobs, stored procedures, functions in MS SQL Server is required.


  • Prior experience with Cosmos DB is highly desired.


  • Familiar working with and troubleshooting Webservices, IIS, JSON, and REST APIs.


  • Ability to diagnose and troubleshoot systems/applications developed in NoSQL, python scripting is plus.


  • Experience with DBAmp, Rootstock ERP, Jitterbit, Selenium, and DocuSign is plus.


  • Experience troubleshooting applications on cloud platforms, preferably Azure is highly desired.


  • Experience with Azure Application Insight is highly desired.


  • Experience in troubleshooting Docker, Kubernetes in Azure cloud is plus.


  • Experience in troubleshooting iOS & Android mobile apps is highly desired.


  • Have an excellent command of verbal and written skills in the English language.


  • Skilled at working effectively with cross functional teams in a matrix organization


  • Ability to think and act strategically.


  • Excellent problem-solving and Proven work experience on Customer Service.


  • Have a can-do positive attitude to problem-solving.


  • Strong analytical and troubleshooting skills.


  • Ability to manage multiple cases at one time.


  • Ability to work under minimal supervision, adhere to deadlines and effectively collaborate in a team environment.


  • Ability to provide step-by-step technical help, both written and verbal.


  • Be willing to flexible working hours to address customer and project needs.


  • Be a self-starter with a passion to learn new products to ensure customer satisfaction.


Please Note: This job description is not intended to be a complete list of all responsibilities, duties or skills and due to the changing nature of the job is subject to review and change at any time, with or without notice.

 

This position is Exempt based on the FLSA laws. Our company uses E-verify and third party background check services during the hiring process.

AccuV is committed to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

AccuV offers quality benefits such as:

• Competitive salary • Paid sick leave, holidays and accrued PTO • Medical, dental, vision, EAP, life insurance, disability, accident, critical illness and 401K • Recognition awards • Industry-leading automation tools for project management • Nationwide presence with multiple training facilities across the US • Equal opportunity employer and proud employer of military veterans

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Time Type:

Full time


Employment Type:

Regular




Salary: $65,000.00


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