Technical Support Engineer
| Job Number | 2304 |
| Job Title | Technical Support Engineer |
| Job Location | Acton, MA |
| Work At Home | Two days per week (optional) |
| Job Summary | · Outstanding technical customer support opportunity
· Provide enterprise-level assistance for customers including onboarding, installation and configuration of mobile and web applications · Diagnose and solve technical issues · Excellent compensation, benefits and stock options · This is a new position due to growth |
| Compensation | $65-70k, stock options based on performance and 401k with generous company contributions. |
| Company Description | Our client has been providing leading edge messaging solutions since 1999. They offer secure text messaging, mobile text archiving and high-volume text messaging services via a powerful SaaS platform. The company is a high growth, entrepreneurial, professional, team-oriented organization that provides a congenial, informal work environment. Dress is casual.
The company’s product line is used by thousands of enterprises and powers billions of messages a year across multiple industries. User benefits include: · Secure, reliable messaging · Central messaging management · Compliance with regulatory and industry requirements · Ensured message delivery · Improved collaboration and productivity · Capture of mobile content from any combination of devices or carriers · Multiple device ownership |
| Number Of Positions | 1 |
| Reports To | Technical Support Manager |
| Responsibilities | · Gain in-depth understanding of mobile and web applications
· Onboard customers · Install and configure mobile and web applications · Respond to customer issues · Analyze, diagnose and solve customer technical issues via phone and on-line meetings · Act as the initial point of contact for all product and system related issues · Document, update, maintain and monitor all aspects of customer complaints in issue tracking system · Prepare reports regarding requests for technical assistance, steps taken to resolve them, and the dates/individuals involved · Contribute to creating training materials |
| Requirements | · Bachelor’s degree in Computer Science or Information Technology
· 2-3 years of proven experience as a Technical Support Engineer · Experience in a Technical Support customer focus position · Experience installing and configuring mobile applications · Comfortable working with help desk software and other remote access desktop programs · Extensive experience working with multiple operating systems including Windows, Mac OS, iOS, and Android · Excellent time-management and organizational skills · Ability to establish reasonable and attainable deadlines for issue resolution · Ability to prioritize and manage several customer issues simultaneously and efficiently · Professional written and verbal communication skills · Ability to accept constructive criticism and customer feedback |
| Preferred | · Working knowledge of Salesforce.com
· Telecom experience · Text messaging experience · Mobile applications experience |
| Benefits | · Fully company paid health, dental insurance, accident, ADD and short and long term disability insurance
· Low cost vision insurance · 401-k (please see above) · Pre-tax Flexible Spending Account · Employees may purchase Commuter Transportation Passes on a pre-tax basis · Optional Health Savings Account |
| Employee Perks | Monthly team lunches, snacks and drinks at no charge. |
| Interview Process | 1 phone interview, 2-3 office interviews and a demo exercise. |
