• Job Description

  Req#: IIOTT002447

  Provide first-tier System/Application technical support to customers and field consultants on
  Influent IIoT products via email and phone promptly to ensure the highest level of client
  satisfaction. As required, actively work on internal Influent support projects, have a passion for
  technology, and enjoy solving business problems.

  
  ESSENTIAL FUNCTIONS:
  • Assist customers and field personnel with resolving IIoT Applications/Systems issues,
  ensuring high customer satisfaction.
  • Act as a liaison between clients and other Influent team members to help deliver a fast
  and efficient resolution to issues or questions that our end users have raised.
  • Identify, organize, and prioritize issues based on the severity of customer impact.
  • Escalation and follow-up of critical customer accounts and keeping management
  apprised of the situation.
  • Write tech notes and FAQs regularly.
  • Must be comfortable working under pressure at times during unsociable hours

  
  NON-ESSENTIAL FUNCTIONS:
  The ability to communicate in the Spanish language is preferred, not required.

  
  REPORTING RELATIONSHIP:
  Reports to Influent Delivery Manager

  
  SUBORDINATE STAFF:
  None

  PAY RANGE: $30-35

  EDUCATION:
  A 4 yr degree in Information Systems or a 2 yr degree with IT-related work experience is
  preferred.

  
  EXPERIENCE:
  • BA/BS/MS in Computer Science, Management Information Systems, related discipline,
  or relevant professional experience.
  • Minimum of 3+ years of System/Application technical support experience in enterpriselevel mission-critical software
  • Prior experience providing support to large enterprise customers, preferably with
  customer management interaction.
  • Experience working with at least one type of relational database and SQL
  • Postgres experience is a plus.

  
  SKILLS:
  • Understands the Ins and Outs of technical customer support, having worked with
  complex technology products
  • Excellent communication skills and an ability to work collaboratively with others
  • Able to work on problems of diverse scope where data analysis requires evaluation of
  identifiable factors.
  • Demonstrates good judgment in selecting methods and techniques for obtaining
  solutions.
  • Able to balance multiple responsibilities and work effectively/independently in a fastpaced environment with attention to details
  • Result-driven, deadline-driven, goal-oriented, highly motivated, take ownership and new
  challenges on an ongoing basis to meet the department’s objectives.
  • Knowledge of Network service
  • Knowledge of IIS, Windows Active Directory
  • Broad knowledge of fundamental information security concepts.
  • Good written and oral communication
  • Highly collaborative, positive, go-getter attitude.
  • Comfortable working in a fast-paced startup environment; ability to juggle multiple
  questions, requests, and bug reports at once, practicing excellent follow-through
  techniques
  • Proven track record in building positive relationships with clients
  • Strong analytical, critical thinking, and problem-solving abilities
  • 3+ years of customer support, technical support, system administration, or related
  customer-facing role
  • Experience with installation and configuration of applications within Windows Server
  environments
  • Ability to remain calm, composed, and articulate when dealing with challenging customer
  situations.
  • Experience translating customer issues into engineering-centric reports via JIRA or other
  bug-reporting systems
  • Strong competency in technical problem solving, with demonstrated experience working
  with advanced log analysis and other debugging techniques
  • At least 3-5 years of experience in a client-facing engineering or technical role, ideally
  involving a complex and rapidly evolving software/product.
  • Excellent problem-solving and analytical skills with an aptitude for learning new
  technologies
  • Ability to be autonomous, resourceful, and a proactive self-starter while remaining
  process-oriented and a team player.

  
  TRAVEL:
  Occasional.

  
  MENTAL ABILITIES:

  • Ability to work harmoniously with others
  • Ability to accept and follow instruction • Ability to maintain a positive attitude • Ability to work alone and without direct supervision • Ability to take the initiative, ownership, and be proactive
  WORKING CONDITIONS:
  LIFTING: Average Weight: 25 lb. Frequency: Daily

  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

• About the company

  Innovative #manufacturing #technology for #sheetmetal #fabricators: #FiberLaser, #CO2Laser, #PressBrakes, Punch/Laser Combination, Turret #PunchPress, and more.

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