Troux Technical Support Engineer in Austin, Texas
About the Job:
As a Technical Support Engineer, you will be the product expert who solves our customers most challenging issues. Working directly with customers and cross-functionally with product development, sales and services, you will solve difficult problems, feed valuable insights to cross-functional partners, and continually delight our customers. You love great customer support and are driven to make people rave about their great experiences using Troux. You have excellent interpersonal skills and are analytically minded, self-starting, detail oriented and skilled at solving problems and explaining complex issues. Sound cool? Well then you may be who Troux is looking for to join our crazy-talented team here in Austin, Tx.
The Technical Support Engineer will be responsible for responding to and resolving complex customer problems via phone, email or remote access for Troux s products. Isolate and provide resolution to customer issues or qualify the customer issue for escalation to development. The primary duties for this position include, but are not limited to:
Provide technical assistance to customers on Troux s products via phone, email or remote access.
Take and maintain full ownership of customer issues throughout the incident lifecycle.
Perform advanced problem analysis/troubleshooting and isolate problems of varying complexity.
Document customer incident information, recommendations, and resolution in a clear and concise manner using the Salesforce CRM incident tracking system.
Achieve and maintain targeted statistics such as cases closed, or resolved, along with other established goals.
Contribute content to the technical support knowledge base.
Provide technical issue escalation recommendations as needed using appropriate methodology.
Promote a team environment by assisting co-workers whenever necessary.
Become a subject matter expert in Troux s product suite.
Other duties as assigned.
Skills and Requirements:
Candidates must possess the following skills and traits:
Bachelor of Science in Computer Information Systems or equivalent experience is preferred.
Previous experience with enterprise level web application support.
Must have at least two years of experience in a technical customer support environment or field experience.
Self-starter with ability to work on multiple initiatives at the same time; excellent time management and organization skills is a must.
Forensic skills and attention to detail with the ability to effectively multitask and work independently as well as in a collaborative team environment.
Excellent written and verbal communication skills, along with a positive customer service attitude are required.
Excellent soft skills. Proven ability to turn frustrated customers into happy customers.
Helpful Skills and Experience:
Experience debugging apps utilizing MSSQL and Oracle back ends is preferred but not required.
Experience parsing and editing XML is also preferred but not required.
Experience with Enterprise Software (e.?g.? Supply Chain, ERP, Manufacturing)
If this sounds like you then what are you waiting for? Throw your hat in the ring and applyhere. Local candidates only: no relocation will be offered. Troux is an Equal Opportunity Employer.
Recognized by both Gartner and Forrester as an innovator and industry leader, Troux is setting the pace! Our people are ridiculously smart and zealous about building products that revolutionize the way Fortune 2000 companies run their businesses. If you want to participate in a top-notch innovative product development team, then Troux is the place for you. We are a small, integrated and collocated team of committed professionals working for a company that provides great benefits and values work-life balance.