Application Engineer I

EloTouch•Knoxville, TN

11h•Hybrid

About The Position

We know touch - it's our only business. In fact, we invented the touchscreen over 50 years ago and haven't stopped since. Every 21 seconds, a new Elo touch screen is installed somewhere in the world. We obsess over details to exceed the highest quality standards. We don’t just sell things. We offer solutions to tomorrow’s challenges. The Application Engineer I will provide expertise and support to Elo’s internal and external customers via telephone, email and in person as needed. The successful candidate will embrace the ‘customer first’ mentality with a focus on customer experience. Effective communication at all layers of business is necessary, including the ability to provide concise detail around solutions both verbally and in writing. The Application Engineer I will be responsible for managing technical based support cases and will be responsible for proper tracking, communication and schedules as needed. They will work directly with other Elo personnel to help drive solutions for the customer. The Application Engineer I will manage issues and projects in an effective manner, while focusing on providing the best customer experience possible. The individual should have troubleshooting and problem-solving capability.

Requirements

Minimum of a 2-year technical degree from an accredited institution OR 2 years of related technical experience in similar field
Experience interacting directly with customers
Technical background in computer engineering or related field
Prior telephone support experience

Nice To Haves

Effective communication is imperative including the ability to provide extreme detail around solutions both verbally and in writing
Advanced multitasking ability
Ability to learn new concepts quickly
Project management
Problem solving skills to support technical troubleshooting
Intermediate to advanced understanding of the core operating systems in use today: Windows, Mac, Linux, iOS and Android
Network troubleshooting experience that includes; LAN, WI-FI and Mobile
Multi-lingual (English/Spanish/Portuguese)
Empathy towards customers
Elevated problem-solving skills
Previous technical experience in computer related field or education

Responsibilities

Ability to Support Solutions Architects, Sales Managers, and customers via telephone and email as needed as first level support personnel.
Always embrace the ‘customer first’ mentality with a focus on customer experience
Manage issues and projects in an effective manner, while focusing on providing the best customer experience possible
Ability to manage incoming calls and emails via the Support queue, gather needed information effectively and efficiently and coordinate with others to provide proper solutions
Manage support-related projects and responsible for proper tracking, communication and schedules as needed
Advanced degree of troubleshooting capability while overseeing technical issues and projects
Ability to consistently deliver a best-in-class customer experience supporting products and services
Maintain a high level of product knowledge and applications
Articulate technology and product positioning to both business and technical users
Capable of providing online trainings and walk throughs of products at an intermediate level
Basic documentation, KB articles and videos
Other reasonable directives, responsibilities and activities may change or be assigned at any time with or without notice.