Technical Support Engineer in 19800 MacArthur Blvd, Irvine, CA 92612 at Broadbean Technology

Date Posted: 1/6/2020

Job Snapshot

Job Description

US - Broadbean

 

Technical Support Engineer

 

We are looking for a Technical Support Engineer to join our Support team. This role consists of supporting internal and external clients via CRM through phone and email communication. These agents are responsible for troubleshooting software and integration issues as an individual and collaborating with various levels of Support and Development to provide quality, timely customer service and deliver assistance and situational product training and advice to a single point of contact for all clients, as well as collaborating with the Product Development team to develop standardized support processes for new products.

 

Major Responsibilities/Activities:

  • Perform basic technical troubleshooting within the proprietary software to identify root-cause through researching, testing, and replicating issues reported with a focus on the tactical and strategic impact to the customer.  
  • Tracks customer interactions 100% to keep accurate records of impact for future growth of team. 
  • Collaborate with other team members and Tier 3 on resolutions as necessary. 
  • Effectively prioritize and escalate tickets to Tier 3 with detail and supporting documentation, ensuring that service level agreements are met. 
  • Clearly communicate updates on internal tickets or resolutions in both technical and non-technical language directly with single points of contact for presentation to our clients in writing or via phone. 
  • Identify opportunities to educate customers, both internal and external, as well as members of Tier 1 on how to better use the system tools and increase utilization. 
  • Act as a technical consultant to ensure customer’s application fosters an efficient workflow.
  • Instruct Tier 1 on fulfilling standard to intermediate system configuration requests.
  • Basic working knowledge of APIs, Web Services, File Transfer Protocols, Databases, Robotization/Automation of manual processes and other integration methods with all CareerBuilder products and third parties. 
  • Improve Self-Service offerings by authoring and reviewing Knowledge Base articles and other training content 

 

 

Job Requirements:

Job Requirements:

  • Bachelor’s Degree in Computer Science or related field, or equivalent experience. 
  • 2-4 years of experience in software application support or service organization. 
  • Analytical mindset with the ability to solve complex issues 
  • Strong verbal & written communication skills 
  • Strong technical aptitude 
  • Effective customer handling skills 
  • Ability to adapt to frequent change 
  • Intermediate understanding of web development technologies (HTML, XML, JSON, CSS, MYSQL) 
  • Ability to fulfil basic to intermediate system configuration requests  
  • Working knowledge of SalesForce.com or similar CRM system preferred
  • Working knowledge of Atlassian products (JIRA, Confluence, Slack) preferred
  • Working knowledge of Agile software development cycle preferred
  • Able to build lasting relationships with internal and external clients
  • Requires the ability to adhere to a structured work schedule with rotating shifts and efficiently self-manage work time.

 


 

CareerBuilder connects people with the right jobs at leading companies through the most innovative recruitment technology platform in the industry.  At Broadbean, a CareerBuilder company, we help recruiters find the best candidates quickly and effectively by integrating and partnering with complimentary tech businesses and job boards to make sure the process is everything recruiters need, not just what they can have. We’re all about the people who work here and cultivate a dynamic, open and creative place where everyone works together to drive the business forward.

When you're focused on the goal, not the path – you can be more flexible, and that translates into more productive and satisfied employees. From flexible hours to volunteering during work hours to diverse education opportunities, CareerBuilder is committed to helping employees strike a balance.

Here are just some of the amazing benefits we offer:

  • Training that positions you to hit the ground running with ongoing learning and development courses; we never stop investing in our people.
  • Comprehensive Medical, Dental & Vision Programs
  • Education Reimbursement Program allowing up to $5k per year towards completion of a Bachelor’s and non-MBA graduate degree, and up to $10K per year towards completion of an MBA
  • Global Wellness initiatives to promote financial, mental and physical health and well-being
  • 401(k) Program with a two year vesting schedule, discretionary match, and an opportunity to make Pretax and Roth contributions

CareerBuilder, LLC is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.

TSR ID: 001715