Technical Support Engineer

Campus; Scottsdale (AZ); Remote; USD 50,000 - 75,000; Full time

Job summary

A leading company in campus technology solutions is seeking a Technical Support Engineer I. The role involves troubleshooting technical issues, engaging with clients, and contributing to a collaborative team environment. Successful candidates will exhibit strong problem-solving and communication skills amidst a dynamic work environment.

Qualifications

• 1-3 years of experience in a technical customer service role.
• Ability to troubleshoot software/hardware configurations.
• Strong desire to learn new technologies and investigate technical problems.

Responsibilities

• Troubleshooting technical issues for clients via phone or online.
• Conduct analysis and resolve customer problems.
• Maintaining customer relationships with professionalism.

Skills

Problem Solving

Communication

Customer Service

Analytical Skills

Interpersonal Skills

Tools

Wireshark

Microsoft Windows Server

Oracle Database

Microsoft Internet Information Systems

Job description

Transact is the leader in innovative payment, mobile credential, and commerce solutions for a connected campus. Our mission is to create compelling technology that uniquely simplifies campus operations and makes a meaningful difference in students’ lives. With a highly configurable, mobile-centric campus technology ecosystem, we partner with over 1,750 higher education institutions to simplify the student experience across the full spectrum of student life.

To learn more about our products, please visit our website located here:

Transact | One Connected Experience (transactcampus.com)

We are currently searching for qualified candidates for Technical Support Engineer. Please see the details for the position below.

Title: Technical Support Engineer I

Location: Remote within the US

POSITION RESPONSIBILITIES: As a full-time Technical Support Engineer (TSE), the TSE would be responsible for troubleshooting technical issues for Transacts client base. In doing this, you will be interfacing with our clients via phone or online. Candidates will possess strong customer services skills, troubleshooting skills and be able to communicate well with customers and co-workers.

• Receives and records incident related information using a variety of tools, techniques and procedures.
• Conducts analysis, gathers information (i.e. click steps, logs, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems.
• Uses judgment within defined practices and procedures.
• Uses knowledge and skills to address customers’ needs and resolve problems within existing specifications and standards; unusual problems which may require exceptions to procedures or processes are referred to a more senior engineer.
• Troubleshooting with tools and techniques, including network analysis through Wireshark (or equivalent), Microsoft Windows Server analysis using built-in and third-party tools, Oracle database analysis, and Microsoft Internet Information Systems analysis, and more.
• Collaborate with teams as needed to resolve client issues and request enhancements for our products.
• Maintains customer relationships by handling their questions and concerns with speed and professionalism.
• Establishes priorities and communicates effectively with clients.
• Overcomes constraints to resolve client issues and meet established deadlines.
• Actively contributes to a knowledge base that improves the effectiveness of the team, and information available to our clients.
• Communicate with product teams on customer feedback and help develop longer-term improvement options.
• Acting as primary contact for assigned clients with respect to product company performance and operational processes

What you will bring:

• Able to work in a high energy, fast paced environment where change is order of the day.
• Ability to troubleshoot using skills related to: software functionality / hardware configuration, and technical issues.
• Comfortable troubleshooting technical issues via phone/email/chat.
• Strong analytical, problem solving and interpersonal skills.
• Excellent communication skills, including writing, speaking and listening.
• Analytical, methodical, detail-oriented individual.
• Strong desire and passion for learning new technologies, investigating technical problems and helping customers.
• Demonstrated ability to accept feedback, engage in self-reflection and transform that process into performance improvement.
• Strong organizational and multi-tasking skills are essential.

The Requirements:

• Prior experience (1-3) years of experience in a technical customer service/ customer experience role.
• POS Experience a plus!

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 Campus Inc. 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.

For more information on other job opportunities and our amazing culture, check us out at transactcampus.com