Customer Support Engineers

Customer Support Engineers report to the Director of Customer Support Operations and work on customer issues, manage escalations, troubleshoot, and rectify technical issues. You have the communication skills necessary to comprehend, document, collaborate, troubleshoot, and resolve technical software problems in real-world settings while educating and communicating with the consumer throughout the entire process. You are familiar with the layers of software support on multiple platforms. You will use this information to solve customer problems, collaborate with the support team, increase the quality of customer documentation, and decrease the time required to resolve customer cases.

Objectives The Issues You Will Address

Within the first three months, familiarize yourself with the Kearey Construction software, the team, the product, and the consumers in a Production Environment.

Focus on understanding how to troubleshoot OpCon and VisualCron while learning about the existing team, different customer bases, and how support manages cases for different product lines.

Acquire comfort and familiarity with the functionality of OpCon and VisualCron, as well as how it benefits our customers.

Acquaint yourself with the most common types of technical challenges and innovative automation solutions for VisualCron and OpCon and begin to acquire experience with them.

Take/watch training videos on various OpCon and VisualCron-related topics. Engage with senior members for product understanding training.

Within the first six months, you will be able to manage support cases using either Salesforce or Zendesk, and you will have mastered the case management policy to keep customers and cases informed of progress and resolution.

Collaborate with leadership and senior members of the support team to comprehend cases and policies.

Accept proactive responsibility for handling and monitoring incoming support cases.

Promote a customer-supportive and guiding culture to enhance the value of SMA software and increase customer loyalty.

Capable of effectively communicating a problem and the actions taken to troubleshoot and resolve it. Utilize any best practices to perpetually aid the customer in utilizing and comprehending the product.

Collaboration with all team members and leadership to enhance the consumer and agent experience.

Identify training and knowledge improvement opportunities. and collaborate with the leadership to implement reforms.

Become knowledgeable enough to join the U.S. after-hours on-call rotation.

We hope that within your first year you

Adopt a culture of engagement, teamwork, and learning in order to have a significant impact on the consumer.

As you confront and immerse yourself in the realm of automation software, you will develop technically.

Enjoy a work-life balance based on mutual respect, continuous development, and personal success in the resolution of automation challenges.

Competencies Exactly what we seek

Support and resolution of Software Application scenarios for Enterprise Clients: Our primary goal is to have a strong support team that is technically able to correctly diagnose issues and uses their creativity and passion for problem-solving, while also fostering the utmost customer service-oriented communication, organization, and proactivity. You are at ease working with Enterprise clients in high-stress production environments to provide patient, customer-centric technical expertise and excellent communication.

You excel at collaborating with others due to your fervor for knowledge sharing.

Customer-centric: You are motivated to enhance customer service and to promote innovative and seamless solutions for the consumer. Your passion is enhancing the customer experience.

We want you to be a person with whom we enjoy collaborating, spending time, and making investments. Working with a diverse team and being able to collaborate on continuous improvement motivates you.

Intellectually curious: You are extremely inquisitive and concerned with learning and personal development. You are willing to experiment with new techniques and continually enhance your expertise and knowledge.

Accountable: It concerns you when others do not fulfill their obligations. You have no trouble planning the task, executing the plan, and communicating your progress in a proactive manner. You can describe instances in which you have rolled up your sleeves, assumed responsibility for a body of work, and produced results with minimal assistance.

What do you stand to gain?

At Kearey Construction, we take pride in taking care of our employees and ensuring that you have what you need to succeed in and out of the workplace. In addition to competitive pay, we also offer:

A remote-first environment - Work from wherever in the contiguous United States is most convenient for you.

Kearey Construction will provide you with your choice of a Mac or Dell laptop, a $100/month phone and internet reimbursement, monitors, equipment to get you started, and a one-time $250 stipend to purchase any additional equipment.

100% Company paid for health, dental, and vision insurance for you and your family under our competitive HSA plan. Additionally, Kearey Construction contributes $1,800 annually to an HSA account for you to use on qualified medical expenses.

The company pays 100% of your LTD, AD&D, and basic life insurance premiums!

Abundant paid time off and flexible working hours to facilitate a healthy work-life balance.

Annual Professional Development Allowance of $2,500 to assist you continue to develop your skills!

Workplace Conditions and Physical Demands

Work predominantly in a climate-controlled setting with minimal potential safety/health risks. High tension levels. Sedentary, seated, walking, infrequent lifting (overhead, waist level) from floor, bending, and frequent reading and computer use requiring close vision.

Activity Level Frequency

Sitting 80%

Walking 20%

Crouching/Bending/Stooping 1%

Obtaining 1%

Grasping 1%

Pushing/Pulling 1%

80 % of the population has near-sightedness

distant vision 20%

Hearing 100%

Speaking 85%

Up to 10 lb. Lifting/Carrying: 20%