Technical Support Rep I

MiTek • Chesterfield, MO

3d

About The Position

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

Requirements

• Bachelors Building and Construction Technology required
• 1-2 Years of experience in troubleshooting, call center support, information technology, truss design, carpentry or framing required
• 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
• 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
• Must have strong communication and customer service skills. Need to be able to communicate effectively, both verbally and written, while assisting customers over the phone, email or in person.
• Ability to interact at a high level of professionalism.
• Familiar with all MiTek proprietary software including, but not limited to, MiTek Suite, Engineering, Structure, and Business Management applications.
• Knowledge and experience with Microsoft Windows Operating Systems, Terminal Server/Citrix environments, various networking environments or AutoCAD a plus.
• 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

Nice To Haves

• Knowledge and experience with Microsoft Windows Operating Systems, Terminal Server/Citrix environments, various networking environments or AutoCAD a plus.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level