Technical Support Rep I

MiTek Industries, Inc.; Chesterfield (MO); Hybrid; USD 63,000 - 73,000; Full time

Benefits offered by this job

PTO/holidays

Medical, dental, vision plans

Parental leave

Bonuses

Tuition reimbursement

401(k) with match

Disability Insurance

MyFlexPay

Job summary

MiTek is seeking a technical support professional to provide assistance for the MiTek Software Suite, including Structural Engineering, CAD, and Business Management applications. The role supports remote and hybrid work from the Chesterfield, MO area with some travel to customer sites for training and troubleshooting.

You will resolve complex issues, maintain Salesforce records, and collaborate with Product Management and Software Development to implement improvements. Travel is nominal (5%).

Qualifications

• Bachelor's degree in Building and Construction Technology or equivalent.
• 1-2 years troubleshooting, call center support, information technology, truss design, carpentry or framing experience.
• Ability to perform mathematical operations and apply basic geometry.
• Ability to read and understand prints and schematics.
• Proficiency with Microsoft Office Applications.

Responsibilities

• Assist customers and internal users with MiTek Software Suite issues via in-person, phone, or remote support.
• Maintain records of daily data transactions and remedial actions in Salesforce.
• Research open, unresolved, or complex customer issues.
• Develop and conduct training classes and create training materials.
• Travel to customer sites to troubleshoot complex issues and train customers on software features.
• Collaborate with Product Management and Software Development to correct defects and implement enhancements.

Skills

Troubleshooting

Call center support

Mathematical skills

Prints & schematics

MS Office proficiency

Education

Bachelors in Building & Construction Technology

Tools

Salesforce

CAD

Microsoft Office

Job description

Job Responsibilities & Requirements

A Brief Overview

Responsible for providing technical assistance to customers and internal users in support of complex Structural Engineering, CAD, and Business Management applications within the MiTek Software Suite. Answer questions or resolve software and related computer problems for clients and co-workers in person, via telephone or remotely. Assistance shall include installation, system configuration, network interaction, feature usage, enhancement needs and system behavior

This position is posted as remote; however, candidates who are located within commuting distance of our Corporate Headquarters in Chesterfield, MO will be expected to work a hybrid schedule, with three days per week in the office. For candidates located outside the commuting area, the position may be fully remote.

Responsibilities

• Receive incoming customer issues in support of complex Structural Engineering, CAD, and Business Management applications within the MiTek Software Suite and help the customer resolve those issues by; Researching previous customer issues within call tracking system; Developing a method to isolate the variables of the issue and test those variables individually until finding the cause of the issue; Contribute and collaborate with those that focus in that area of the software or applications which includes Technical Representative III, Technical Representative IV, SQA, and Developers.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities with use in Salesforce
• Research open, unsolved, and complex customer issues
• Develop a training curriculum, assemble training materials, construct, and maintain a set of data for training and hold training classes
• Travel to customer sites to troubleshoot complex and in-depth issues, help the customer optimize and develop their manufacturing process and conduct training classes on new software and features for new and existing employees
• As needed, work on assigned projects from Technical Support Manager or Technical Representative IV which require more time to resolve
• When needed works directly with Product Management and Software Development as part of a decision-making team to ensure proper correction of defects and implementation of enhancements into the software

Qualifications

• Bachelors Building and Construction Technology OR Equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis
• 1-2 Years of experience in troubleshooting, call center support, information technology, truss design, carpentry or framing required
• Able to perform mathematical skills such as calculating proportions, percentages, area, circumference, and volume and able to apply concepts of basic geometry
• Ability to read and understand prints and schematics
• Able to use Microsoft Office Applications

Additional Requirements

• 5% Travel to customer sites to troubleshoot complex and in-depth issues, help the customer optimize and develop their manufacturing process and conduct training classes on new software and features for new and existing employees

Physical Demands

This role is performed in an office environment where a computer, telephone and other office equipment are used as needed to perform the duties of the role.

In compliance with the Equal Pay For Equal Work Act, the pay range for this position is estimated at $63,000 to $73,000/year. Base pay offered may vary based on job-related knowledge, skills and experience. Please visit www.mii.com/about/careers/ to learn more about MiTek’s benefit opportunities.

MiTek Perks:

• Generous time off including Paid Time Off, 13 annual holidays, and volunteer time off
• Day One Medical/Rx, Dental and Vision Plans
• Family friendly benefits including Paid Caregiver Leave, Paid Parental Leave and Adoption Reimbursement
• Performance/Incentivebonuses
• Career advancement, training opportunities, Employee Resource Groups, and tuition reimbursement
• Retirement programs including Matching 401(k) Contributions and Profit Sharing
• Employer paid Short-Term Disability, Long-Term Disability and LifeInsurance
• myFlexPay partner – allows you to track, manage and access your pay anytime

MiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. In 1955, MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today, MiTek delivers software, services, engineered products, and automated solutions that enable the building industry to improve efficiencies by optimizing the balance between off-site and on-site. With nearly 5,600 team members worldwide, MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs, makes, and builds. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation.

MiTek is an E-Verify and Drug and Tobacco-Free Workplace.

We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ethnicity, physical or mental disability, sex (including pregnancy, sexual orientation, gender identity or expression, or transgender status), age (40 and over), genetic information (including family medical history), veteran status, or any other protected characteristic.

For accommodation to assist with completing this application, please contact Human Resources at [phone].

www.mii.com