eSuite Technical Support Specialist

Everon Jobs•Irving, TX

13d•Hybrid

About The Position

Collaborate with eSuite Support, Development, Product, and Engineering teams to troubleshoot issues, coordinate resolution testing, support training and documentation, participate in key meetings, and assist with technical support needs as required. The eSuite Technical Support person may be expected to perform some or all of the duties listed as well as other duties as assigned. This position is hybrid in Irving, TX.

Requirements

Knowledge of eSuite and essential customer account requirements.
Maintain knowledge of industry and company operations.
Strong presentation skills.
Strong communication skills, including written and listening skills, to assist internal and external customers.
Good customer service skills and be able to apply tact, diplomacy, reason and logic.
Strong organizational skills and the ability to prioritize and maintain multiple assignments.
Strong project management skills.
Self-motivated and project a professional attitude.
Computer skills with proficiency in word processing, preferable Microsoft Office and database applications, and presentational skills with proficiency in Power Point.
Skills in business math, interpersonal relations, judgment, and listening.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation.
High school diploma or General Education Degree (GED) and one to two years’ experience working on security related projects to include two years of experience related to the CCTV, Intercom, IDS and access control system industry.
Associates degree (AA) or equivalent from two-year College or technical school preferred; or equivalent combination of education and experience.

Responsibilities

Manage the eSuite Issue Tracker and related workflows by reviewing reported issues, troubleshooting root causes, resolving items where possible, escalating as needed, and coordinating follow-up communication with stakeholders.
Maintain the Issue List tracker through weekly Team iteration updates, ad hoc resolution updates, and review of new opportunity intake submissions.
Support customer troubleshooting efforts by gathering request details, completing pre-call research, scheduling and leading customer calls, and attempting real-time resolution or escalation when required.
Provide regular reporting and stakeholder communication, including weekly follow-up on open issue tracker items, monthly progress updates, Issue List status reporting, and presentation materials for review.
Participate in recurring eSuite, development, technical sync, automation, issue tracker, and pilot-related meetings to support cross-team alignment and timely issue resolution.
Execute acceptance testing prior to scheduled releases by completing Development team-provided test cases, documenting results, and communicating findings to relevant teams.
Perform production go-live testing to validate system functionality after release, including core features such as contacts, notify lists, service requests, schedules, reporting, subscriptions, and user management.
Address ad hoc technical support requests related to eSuite and analyze recurring customer issues to identify trends, customer pain points, and potential improvement opportunities.
Promote the full product line and services offered by Everon.
Perform all other duties and projects as assigned.
Position may require mandatory overtime.