Your Title: Technical Support Engineer
Job Location: Portsmouth, NH
Our Department: B2W
What You Will Do:
The Technical Support Engineer is key member of our growing organization. Your office hours will consist mainly of providing phone, e-mail, and Internet-based support of our Windows-based software products. You'll work with clients of all ability levels, solving technical problems and answering questions on how to use the software. The ideal candidate will have exceptional presentation and problem-solving skills, a strong phone presence, poise in challenging situations, and the energy and ambition to take ownership of every customer interaction.
Logs into phone system at all times
Monitors inbound e-mails to ensure all items are handled in a timely fashion
Maintains a well-organized case list and adheres to documentation rules for every client interaction
Owns every issue they touch, researching difficult issues and appropriately escalating as needed
Stays alert to trends, patterns, or sensitive issues and communicates them to the team
Documents and relays bug reports and feature requests to development teams
Provides answers to clients by identifying problems; researching answers; guiding client through use of the programs
Expected to have a both strong general product and technical knowledge of all of the B2W products
Compiles customer feedback to help shape future development plans
Actively contributes to the development of knowledge base articles and other internal documentation
Carries a pager on a rotating basis to assist client's after-hours
Assists in-house employees with technical issues
Perform other related duties and projects as assigned
Desired Qualities for a Successful Technical Support Engineer
College degree in a field suitable to the role
Solid knowledge of relational database concepts
Highly motivated self-educator
Natural troubleshooting instincts
Telephone support experience and/or a background in technical training
Expertise with Microsoft Windows desktop and server operating systems, including experience with Microsoft networking
Excellent verbal, written, and problem-solving skills
Strong communication and interpersonal skills that demonstrate the ability to interact effectively with a wide variety of personalities both inside and outside of the company
Ability to understand customer concerns, to take ownership of those concerns, and utilize the necessary resources to resolve those concerns
We believe in full employee engagement and collaboration across departments, B2W is not a work remote company.
About B2W
Headquartered on the historic Portsmouth, NH, waterfront, with sales offices in Buckhead, GA's TechRise startup center, B2W Software empowers heavy civil construction companies to win more work and complete it more profitably.
The Company's highly differentiated ONE Platform connects people, resources, and construction workflows through interoperable software modules for estimating, scheduling, and dispatching, field tracking, equipment maintenance, safety, and reporting. Unlike disparate solutions, the ONE Platform is unified by a single operational database and can be rapidly deployed by contractors of all sizes on premise or in the Cloud.
About Trimble, our parent company
Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Our core technologies in spatial positioning, modeling, connectivity and data analytics enable customers to improve productivity, quality, safety, and sustainability in design, architecture, and construction.