Tier 1 Technical Support Engineer - MaritzCX
Company: Maritz Inc.
Posted on: April 19, 2019
EXCITED TO GROW YOUR CAREER? WE'RE GLAD YOU'RE HERE! MaritzCX is a
growing technology company headquartered in Lehi, Utah. MaritzCX is
the only customer experience company that combines one of the
world's most advanced CX software platforms with industry-leading
research services and world-class CX expertise. Our technology,
research, and service components all work together to help
customers see important business issues and trends earlier, respond
faster, and ultimately turn every customer experience into a clear
competitive advantage. The Tier 1 Technical Support Engineer will
work as initial contact with the customer and will own the customer
issue once reported through to closure. The Tier 1 engineer must be
"high energy" and have a "can-do" attitude and is adept to
troubleshooting, identifying root cause, and resolving issues. The
candidate will work closely with Tier 2 Tech support engineers for
items that need to be escalated. The right candidate is committed
to gaining a good knowledge of the MaritzCX applications and
environments and applying this knowledge to troubleshoot and fix
customer issues. ? Successful candidates have a working knowledge
of the various Browsers, and must have adequate experience with
Microsoft Office suite (Word, Excel, Access, Outlook, PowerPoint).
plus. Strong verbal and written communication skills and analytical
abilities are vital to work with technical support, development,
and network operations teams. ? The ability to work as an
individual or in a team, as well as interact with clients and
project teams in a professional manner is essential. The ideal
candidate will also have a curiosity to solve problems and to win.
A self-starter who is willing to work under the constraints of
strict deadlines and short turn-around times. ? Day-to-day
responsibilities include the following: ? Interact daily with our
software. This includes learning new features and being
knowledgeable on all MaritzCX tools, features, and processes.
Provide technical assistance and training to users on
software-related needs/questions in a professional, kind and
tactful manner via email, phone calls, and web conferencing.
Present technical concepts in a clear manner to clients.
Communicate sometimes-complex technical details to a non-technical
audience. Identify, resolve, and communicate client and product
satisfaction issues to management. Perform problem analysis
resulting in resolution of product-related problems, including the
appropriate referral to other service areas, follow-up, testing,
troubleshooting, and the identification of bugs and enhancements.
As a part of troubleshooting, you may be responsible for
reproducing the client's environment, suggesting workarounds, and
working with Development to provide patches. Become specialized to
handle elite clients. This requires additional training and
responsibility, and constant interaction with management.
Contribute content to the Knowledge Center for our client
self-support website. ? Required skills Shifts are Monday through
Friday between 7:00am and 6:00pm. Must be able to rotate being on
call 24/7 with other team members. Independent thinker, creative
problem solver, quick learner. Solid technical skills. Excellent
written and verbal communication skills. Proven ability to listen
and empathize with a client's situation. Must be an enthusiastic
and positive individual who enjoys interactions with others. Must
be extremely organized and able to effectively manage multiple
projects at the same time. Self-motivated, flexible, and adaptable.
Ability to work under the constraints of strict deadlines and short
turnaround times. Work in a team environment. Bachelors degree of
higher Experience with software in a Service Oriented Architecture
or SaaS model 1+ years general support or helpdesk experience a
plus Maritz will only employ applicants who have authorization to
work permanently in the U.S. This is not a position for which
sponsorship will be provided. Those who need sponsorship for work
authorization now or in the future are not eligible for hire. No
calls or agencies please. Maritz is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment
without regard to sex, race, color, religion, national origin, age,
marital status, political affiliation, sexual orientation, gender
identity, genetic information, disability or protected veteran
status. We are committed to providing a workplace free of any
discrimination or harassment. If you have a disability and are
having difficulty accessing or using this website to apply for a
position, you can request help by calling 1-636-827-1650 or by
sending an email to firstname.lastname@example.org.
Keywords: Maritz Inc., Salt Lake City , Tier 1 Technical Support Engineer - MaritzCX, IT / Software / Systems , Lehi, Utah
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