Associate Customer Support Engineer

Description

ASSOCIATE CUSTOMER SUPPORT ENGINEER

About Us

MSI develops and sells software for equipment-centric service management.We live by our Culture CodesQUALITY | INNOVATION | INTEGRITY | PASSION | COMMUNITYIf you have the ambition to contribute to one of Milwaukee’s fastest growing enterprise software companies, we want to hear from you!

About This Opportunity

Do you enjoy helping people and making a difference to others? MSI Data is looking for an “A” player with a curious mind to join our Customer Support Team. The Associate Customer Support Engineer is a member of the Customer Support team, which plays a key role in customer success. In this role, the candidate will work directly with our external customers and leverage peer teams to deliver outstanding customer service, invaluable guidance, and industry expertise to our clients. This is a great role to rapidly learn about MSI Data’s customer and product to grow with our business.

Team Dynamic

This is an entry level role reporting directly to the Director of Customer Experience and the right fit will work alongside other Customer Support Engineers, along with the Customer Success, Project Management and Solutions Consulting teams (Customer Experience Department).

We’re looking for someone who:

• Wants to work in a fast-paced environment and contribute to our rapid growth.
• Enjoys learning and is challenged by technology.
• Has a desire to help customers succeed.
• Is a team collaborator but can also work independently to achieve goals.
• Is passionate about technology, tools and innovation.
• Has A+ communication skills. Ability to communicate technical ideas to non-technical people and able to translate business problems into technical solutions. You also know how to give/receive good news, bad news, suggestions, and feedback

Physical, Mental and Availability Demands

Because we’re in software, we spend a lot of time in front of our computers, of course! Because of this, you should be prepared to remain in a stationary position during most working hours. This also means there is a basic expectation that you’ll be able to make effective use of a computer. We do value work/life balance, but to cut down on interference of other work, there may be expectations of availability on evenings and weekends.

Why should I consider working for MSI Data?

Service Pro®, named an industry leader three consecutive times by G2 Crowd, is one of the most exciting up-and-coming brands in the field service software marketplace. Our customers are the experts that keep mission-critical equipment in commercial, industrial and medical facility settings up and running. Service Pro is trusted by service businesses spanning over a dozen industries, and our development team is rapidly adding new capabilities to the product.

Perks

Competitive compensation, an excellent benefit program including medical, dental, vision, and insurance coverage, life insurance, 401(k) plan and a great working environment.

MSI Data is an equal opportunity employer and believes in equal opportunity for all employees and applicants. Accordingly, all employment decisions are based on the principles of equal opportunity. These decisions include recruitment, selection, promotion, transfer, discipline, compensation, benefits, training, and other personnel actions involving persons in all job titles and shall occur without regard to race, color, religion, sex, age, national origin, disability, genetic information, and/or military status.

If you are interested in a position with us, please email both a cover letter and resume to careers@msidata.com.

The employer retains the right to change or assign other duties to this position.

Requirements

Position Responsibilities

• Provide outstanding technical support to customers and partners by answering and triaging technical support requests.
• Manage and own assigned customer ticket queue, keeping Customers up to data on issues and driving resolution. 
• Collaborate closely with members of the Customer Support team, providing ticket, email and phone support directly to customers. 
• Learn the ins-and-outs of complicated technical products and how to troubleshoot them.
• Research and resolve issues with no previously defined solutions.
• Partner with internal teams for help researching, driving and resolving complex customer i