Technical Support Engineer- Quickcharge

Transact Campus•Albany, NY

14d•Remote

About The Position

Transact+CBORD 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 and health 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+CBORD | One Connected Experience (Transact+CBORDcampus.com) We are currently searching for qualified candidates for Technical Support Engineer-QuickCharge. Please see the details for the position below. Who we are: Transact and CBORD have joined forces as industry leaders to bring the best integrated technology solutions to education, healthcare, and business campuses worldwide. Be a part of this exciting new partnership, committed to transforming organizations and improving the lives of people doing mission-critical work. Why join our team? We strive to provide the very best customer experience in the industry and have succeeded with a single, strong motivating principle: We serve our user community. Our success and growth are directly attributed to our people. Our newly combined companies are dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions.

Requirements

Able to work in a high-energy, fast-paced environment where change is the 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/ticketing/chat.
Strong analytical, problem solving and interpersonal skills.
Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
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.
Practical experience in Information Technology, Engineering, or related technical field
2-4 years of technical support or software troubleshooting experience
Experience with SQL databases and basic query writing
Familiarity with Windows and/or Linux server environments
Understanding of web technologies (HTTP/HTTPS, APIs, web browsers)
Customer service orientation with patience and empathy
Ability to work independently and manage multiple cases simultaneously
Willingness to learn new technologies and adapt to changing environments

Responsibilities

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 browsers, through Wireshark (or equivalent), Microsoft Windows Server analysis using built-in and third-party tools, SQL database analysis, HTTP/HTTPS, APIs, web browsers, and Microsoft Internet Information Systems analysis, and more.
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.