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Tier 2 Support Engineer

Company: iOFFICE
Location: Sandy
Posted on: April 4, 2021

Job Description:

iOFFICE, Teem, ManagerPlus and Hippo CMMS brands are one family, working together to serve thousands of organizations and their millions of employees around the world. We are creative, curious, and collaborative with a passion for inspiring the heart and soul of todays workplace.----Create Your Own Future. Starting Now.In the workplace of tomorrow, some of the most exciting jobs have yet to be defined. The future belongs to those who create it, and our team does just that each and every day. Were constantly adding new features to our software that enhance the user experience, integrate with new technology, and help our customers make sense of their workplace data. If youre a creative, curious, and collaborative individual with a passion for solving the kinds of problems that may not even exist yet, we want you to join us!Position Summary: As the Tier 2 Support Engineer, you need to excel at customer service and technology. You are responsible for working with clients, answering support requests by phone, email, and in-app communication channels. We have a hands-on culture and expect you to roll up your sleeves and help tackle any problem that stands in the way of customers success.--Essential Duties and Responsibilities include the following:

Handle customer requests across all Customer Support channels.Perform problem analysis and isolate issues of minimal to moderate complexity, with minimal instruction and oversight from team leads and/or management.Achieve and maintain targeted case statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.Provide professional-level conversations with customers to gather information, troubleshoot, and resolve their technical inquiries.Adhere to quality guidelines around case notes, communication, timeliness, etc.Provide customers with regular updates regarding their customer support tickets.Identify and submit software bugs for advancement to the Engineering team.Regularly attend & provide department trainings to better master products and services.Other duties may be assignedQualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. --Education/Experience: Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. Location: Sandy, UTBenefits:
  • Base Salary--
  • Above-average benefits including medical insurance, dental & vision, and disability insurance
  • Paid time off (PTO) plus paid holidays
  • 401k plan
  • Casual dressAbout iOFFICEWe are obsessed with helping create meaningful connections that enhance the employee experience and drive positive business outcomes. We believe our success depends upon us Owning the Outcome; always doing the right thing; being innovative and working as a team.. . . . Our Tech. Our Team. Our World.The iOFFICE team has an extensive history as innovators in the Space and Workplace Management Software realm. Our leaders were instrumental in founding the first-ever platform of this kind as a native SaaS offering. We were there from the very beginning but were never content with staying there. Instead, we have continued to advance our technology to keep pace with the ever-changing workplace landscape.--Meet the dedicated leaders at the forefront of the tech revolution that marries the employee experience and operational efficiencies to create incredible, future-ready enterprises.

Keywords: iOFFICE, Sandy , Tier 2 Support Engineer, Engineering , Sandy, Utah

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