Support Engineer
Support Engineer
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Salary Not Disclosed
1 Vacancy
Job Description
ESC Spectrum is a leading provider of systems and services for stack emissions monitoring at power plants and other industries throughout the country. We are looking for an experienced Support Engineer to join our team in Pensacola FL.
As a Support Engineer you will:
- Answer inbound phone calls and online chats and respond to inbound email requests for support from customers
- Work independently and sometimes with other departments to troubleshoot and resolve customer support cases by replicating problems isolating the cause of problems identifying potential solutions to problems testing potential solutions to problems and working with the customer to implement solutions
- Document and track customer support cases throughout their lifecycle
- Prioritize and manage personal efforts to troubleshoot and resolve customer support cases to meet customer support goals
- Keep customers informed of progress made to troubleshoot and resolve customer support cases
- Document known solutions to common customer problems in the customer support knowledge base
- Report product enhancement requests or defects received from customers to the appropriate functional groups within ESC Spectrum
- Communicate bug fixes and new product enhancements to customers
- Participation in webinars and/or user group presentations
What Youll Need:
- Bachelors degree desired (twoyear degree acceptable)
- 35 years of experience in a customer service/support position (direct experience in a technical/software support position is a plus)
- Demonstrated ability to install configure use maintain and troubleshoot complex software products is a plus
- Must be able to effectively communicate with internal and external customers relaying complex technical information including being able to effectively communicate in urgent or emergency situations
- Ability to work with peers in a fastpaced environment
- Proven top performer in past jobs
- Proven Team Player that is humble hungry and peoplesmart
What We Offer:
- Casual work environment
- Competitive Salary and benefits package including Medical Dental Vision and 401K with company match
- Company paid ShortTerm and LongTerm Disability and Life Insurance 2X annual salary)
- Paid Time Off (PTO)
- Nine paid holidays per year and one personal day
About ESC Spectrum
We have been in business for over 50 years and over 50 of electric utility power plants use ESC Spectrum software or services. We have a stable business model and we are continuing to grow by expanding to serve petroleum refineries and petrochemical plants. ESC Spectrum has a team of over 200 employees with offices in Austin Indianapolis Pensacola and Pittsburgh. Our teams are made up of dedicated smart and reliable employees.
For more information about ESC Spectrum visit our website: www.escspectrum/about
Our values are at the center of our business:
- We not me
- Game On
- Do right by the Customer
Relocation assistance is not available for this position.
Equal Opportunity Employer including Disability/Vets
We are not able to provide sponsorship (H1B visa etc. for employment at ESC Spectrum.
Employment Type
Full Time
