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Tier 1 Technical Support Engineer - MaritzCX

Company: Maritz Inc.
Location: Lehi
Posted on: April 19, 2019

Job Description:

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). Practical experience with JavaScript and SQL query language is a 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 idisability.administrator@maritz.com.

Keywords: Maritz Inc., Salt Lake City , Tier 1 Technical Support Engineer - MaritzCX, IT / Software / Systems , Lehi, Utah

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