Technical Support Engineer - Ithaca NY

Company: Verathon Inc
Location: Ithaca
Posted on: May 28, 2023

Job Description:

This position is remote or hybrid for applicants that are local to one of our office locations.CBORD and Horizon are the world's leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth is directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.The Technical Support Generalist is a critical part of the support team, responsible for supporting our customer base to ensure our customers receive an exceptional level of service from CBORD - Horizon and that their issues are resolved quickly. This team member will identify opportunities for continuous improvement and ways to improve the customer experience of CBORD - Horizon clients. The Customer Support department is responsible for support, analysis and troubleshooting to resolve technical customer issues via multiple channels, including voice, email, etc. The Customer Support department serves as the primary liaison between the client and CBORD - Horizon. -

• Deliver technical support and application problem resolution to end users via phone, email, and web portal. Interact with customer to provide and process information in response to inquiries, concerns and requests about products and services.
• Diagnose, troubleshoot, repair and debug complex computer systems and software
• Proficiently and accurately document case communications within our ticketing system. Apply applicable troubleshooting methodology to resolve customer issues, as well as escalating customer issues as required to more quickly collapse issues to reach resolution for our customers.
• Adhere to current processes and procedures, but also provide feedback and suggestions to continuously improve the customer experience.
• Respond to feedback given for professional growth and development, incorporating suggestions and learning opportunities to improve skills and execution.
• Maintain a high level of accountability over customer issues, while striving to exceed service level standards. Provide regular case updates to customers and internal stakeholders with clear communication according to defined Case management Best Practices .
• Possess a basic understanding of the organization's products, staying current with system information, process/policy changes and all relevant updates.
• Work with senior resources/SMEs to ensure that more complex issues progress to resolution, or are vetted for transfer to other teams for assistance as necessary.
• Assist in creating and maintaining training aides, knowledge base reference materials, procedure documents, and other resources for team members and external customers.
• Periodically assist in training new and temporary Customer Support staff.
• Demonstrate flexibility in being able to handle interruptions well, prioritize work appropriately, and transition between tasks with ease.
• Demonstrate a high level of professionalism and courteousness in all interactions with team members and customers.
• Partner with our customers to align on their needs, ensuring their success.What You'll Bring to the Table
  • High school diploma and willingness to learn through on-the-job training for application specific teaching.
  • College degree in Business Administration, business application areas, Computer Science, or a related field desired but not required.
  • 2+ years relevant work experience supporting customers in a technical environment
  • Understanding of Windows, PCs, SQL, Networks and network troubleshooting skills using various applications such as wireshark; OS platforms, databases, telephony, and software applications. XML, API desired but not required.
  • SaaS model and applications a plus.
  • Demonstrated ability to learn complex software tools quickly
  • Take ownership and drive effective root cause resolution and closure to complex or escalated customer issues.
  • Strong service and teamwork skills. Professional demeanor to maintain and enhance customer relationships.
  • Excellent communication skills, both verbal and written, and ability to remain calm and professional in all circumstances. Ability to collaborate with customer contacts at varying technical levels.
  • Knowledge of customer service principles and practices with previous customer experience.
  • Collaborative nature, with the ability and interest to work in a team environment and contribute wherever necessary to help customers.
  • Solid analytical and problem-solving skills with proven ability to solve complex client issues.
  • Advanced troubleshooting skills and interest, including active listening and effective questioning techniques to resolve issues.
  • Proven ability to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures.
  • A positive, professional, and solution-oriented outlook on the role.
  • Flexible hours required, including overtime and rotating on-call/after-hours support.What's Good to Know -
    • Occasional travel may be requested; less than 10%
    • May require fulfillment of government security clearance application process
    • Familiarity with food service operations/systems
    • Moderate understanding of the general aspects of the job, including knowledge of relevant software computer applications and equipment
    • General understanding of major RDBMS with emphasis on Oracle, MS SQL, and Sybase ASA
    • General desktop OS knowledge (PC and Server)
    • General network communication, network security, network administration and wireless networking knowledge
    • General virtualization knowledge
    • General knowledge of IIS and web services
    • Experience supporting mobile appsWho You'll Work with
      • Customer Support team, including Leadership
      • Other team members across all departments (Support, Development, Product Management, QA, Sales, Professional Services)
      • Clients/Customers
      • Third party vendorsWhy Join the CBORD Horizon DREAMteam? -DREAMteam (how we refer to all of us) You're engaged and self-motivated. You think like an entrepreneur, constantly driving improvement and innovation. You act as a change agent. You're a team player contributing to a collaborative and diverse work environment. We question the status quo and so should you. You are accountable and focused and take smart risks. You're an extension of our talent acquisition team - always scouting top talent to join our team.Staying Healthy
        • Eligible team members have access to a robust health insurance plan on their first day of employment.
        • To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year.
        • Access to an Employee Assistance Program.Enjoying Time-OffEligible team members are granted with the following paid time off annually:
          • Vacation: 15 vacation days; pro-rated during the first year
          • Holidays: 10 paid holidays each year
          • Personal days: 3 personal days; pro-rated during the first yearPlanning for the Future
            • Employer paid Life Insurance / AD&D / Short-Term Disability Insurance
            • Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
            • Access to FSA Plans & Commuter Benefit Plans
            • 401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay. Fully vested on day one.
            • Access to the Roper Employee Stock Purchase Plan
            • Paid Parental Leave ProgramMake an Impact -
              • DREAMcares -(The Company's outreach initiative to support our extended community): Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization.This description is intended to be generic in nature. It is not intended to determine all specific duties and responsibilities of any particular position. Essential functions may vary on the specific tasks assigned to the position.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Verathon Inc, Syracuse , Technical Support Engineer - Ithaca NY, IT / Software / Systems , Ithaca, New York