Technical Representative - Chesterfield, United States - Mitek Inc

Mitek Inc Chesterfield, United States

3 weeks ago

Description

Job Description
Responsible for providing technical assistance to customers and internal users in support of the MiTek Homebuilder software suite. Answer questions or resolve software and related computer problems for clients and co-workers in person, via telephone, or remotely. Assistance shall include installation, system configuration, network interaction, feature usage, enhancement needs, and system behavior. Also responsible for performing second-level support, including assisting in researching, troubleshooting, and resolving complex customer issues; Training on unfamiliar aspects of the software; Assisting in dealing with upset customers by joining the call or taking responsibility of the customer.

Job Responsibilities & Requirements

What you will do

Receive incoming customer issues in support of various applications within the MiTek Software Suite and help the customer resolve those issues by Researching previous customer issues within the call tracking system; Developing a method to isolate the variables of the issue and testing those variables individually until finding the cause of the issue; Contribute and collaborate with those that focus in that area of the software or applications which includes Technical Representative III, Technical Representative IV, SQA, and Developers.
Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities with use in Salesforce
Research open, unsolved, and complex customer issues
Create & Maintain documentation for tracking tech support issues
Collaborate on small support teams to provide critical customer support and feedback
Creates, communications and distributes technical information related to resolving product issues
Identify trends with customers and escalates issues to senior staff and works to resolve issues through the appropriate channels
As needed, work on assigned projects from Technical Support Manager or Technical Representative IV which require more time to resolve
When needed, works directly with Product Management and Software Development as part of a decision-making team to ensure proper correction of defects and implementation of enhancements into the software

Qualifications

3 Years of experience with AutoCAD (ACA) preferred
2-4 Years of experience in troubleshooting, call center support, and information technology required
Familiarity with networks, SQL Server Management Studio, Remote Desktop, and Internet Information Services a plus
Equivalent combination of experience and education, which clearly indicates the ability to perform the essential functions of the position, may substitute on a year-for-year basis
Able to perform mathematical skills such as calculating proportions, percentages, area, circumference, and volume and able to apply concepts of basic geometry
Ability to read and understand prints and schematics
Able to use Microsoft Office Applications
Knowledge and experience with Microsoft Windows Operating Systems, Terminal Server/Citrix environments, multi-tenancy, and various networking environments a plus

Soft Skills

Must have strong communication and customer service skills. Need to be able to communicate effectively, both verbally and written, while assisting customers over the phone, email or in person.
Ability to interact at a high level of professionalism.
Good time management skills.
Self-motivated and willing to take ownership.

MiTek Perks:

Flexible Paid Time Off - take as much time off as you need
Benefits begin on Day 1
Profit Sharing Plan and Annual Incentive Bonus Plan
13 Paid Holidays
401k Plan with Matching Contributions
Paid Parental/Caregiver Leave
A variety of Medical, Dental and Vision Plans to choose from
Short-Term Disability Coverage, Long-Term Disability Coverage and Life Insurance
Tuition Reimbursement
Career advancement and training opportunities

In compliance with the Equal Pay for Equal Work Act, the pay range for this position is estimated at $56k-73k/year. Base pay offered may vary based on job-related knowledge, skills, and experience. Please visit to learn more about MiTek's benefit opportunities.

Physical Demands
This role is performed in an office environment where a computer, telephone, and other office equipment are used as needed to perform the duties of the role.

MiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. In 1955, MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today, MiTek delivers software, services, engineered products, and automated solutions that enable the building industry to improve efficiencies by optimizing the balance between off-site and on-site. With nearly 5,600 team members worldwide, MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs, makes, and builds. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation.

MiTek is an E-Verify and Drug and Tobacco-Free Workplace.

We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ethnicity, physical or mental disability, sex (including pregnancy, sexual orientation, gender identity or expression, or transgender status), age (40 and over), genetic information (including family medical history), veteran status, or any other protected characteristic.

For accommodation to assist with completing this application, please contact Human Resources at

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