Support Engineer TOA Technologies
THIS JOB HAS EXPIRED Company Overview
TOA Technologies is the leading provider of Cloud-based mobile workforce management applications for large enterprises. Its patented platform improves customer service while dramatically reducing operational costs and providing immediate return on investment. As the industry's only solution using predictive, time-based analytics and performance pattern recognition, TOA reduces customer wait times while increasing field workforce efficiency. TOA automates Time Of Arrival communications across multiple channels to proactively keep customers apprised of their appointment status. It delivers unparalleled cost savings by providing on-demand tools for real-time planning, routing, dispatching and tracking of workers in the field. TOA's system deploys quickly, is highly configurable and is easily integrated with existing CRM solutions.
Gartner analysts have recognized TOA Technologies as a visionary company for the past three years running, based largely on the company?s completeness of vision. Customers, analysts and investors have recognized the innovative nature of our ETAdirect mobile workforce management software because of its ability to streamline the mobile workforce environment and enhance the customer experience. No other mobile workforce management solution in the market enables real-time predictive communications between companies, their field employees, and their customers.
By offering a best of breed solution for mobile workforce management that?s focused on customer care, TOA provides companies worldwide with a robust, modular platform for enhanced service and goods delivery. TOA?s natively integrated products and web-based delivery model allow clients to immediately reap benefits from reduced costs, increased revenue generation capacity and improved customer satisfaction. TOA focuses on the most valuable asset every company has - its customers - by vastly enhancing the customer experience through predictive technology.
TOA's mobile workforce management solution is deployed at leading companies worldwide in a range of industries, including Cable and Broadband, Telecommunications, Retail, Utilities and Home Services.
TOA Technologies is headquartered in Cleveland, Ohio, with offices in the United States, Europe and Latin America.
TOA is time-based
At TOA, time is the generative element. While our competitors focus primarily on technicians, work orders and equipment, we take all of those things into account, but we focus on time and how to translate time into improving efficiency and customer satisfaction. Our predictive technology measures how long it takes to perform tasks, accumulating information about what is happening in the field and using this information to provide better planning and management of the workday. A time-based approach ultimately leads to a better customer experience.
TOA is predictive
Most vendors in the mobile workforce management space set work time in blocks ? 45 minutes, 90 minutes, and 120 minutes. The problem is that this approach doesn?t reflect how people actually work. Some technicians or delivery people are better at some types of work than others. Travel times can change between locations. TOA?s unique predictive technology combines the historical performance of your teams, along with real-time information about the current workday, to be able to predict a one-hour time window with 96 percent accuracy.
TOA is self-learning
People can learn everyday and get better. Software should be the same. At TOA, our unique software as a service learns. It learns everything that happens and it continually improves. The more you use it, the smarter it gets. It learns the work patterns of your service or delivery people. Its predictive technology learns how long it actually takes your people to get from point to point, and it automatically incorporates that learned information into making smart decisions for you.
At TOA we have figured out how to turn conventional wisdom on its head by improving efficiencies by enhancing the customer experience.
Additionally, we can quantify the benefits that we deliver. With TOA?s service optimization solutions, you can improve:
Operational Efficiency Companies that have used TOA?s customer interaction management system in the past have reported a 75% reduction in overtime, 47% increase in the rate of jobs completed each day and 40% decrease in miles driven per appointment.
Customer Satisfaction Customers that have used our customer interaction management system have reported a 30% improvement in on-time performance and a 98% customer satisfaction rate.
Economics By optimizing your service through TOA, you can save money. By increasing efficiency, TOA saves its customers an average of $10,000 per mobile employee per year.
Support Engineer Job Description
As a Senior Support Engineer, you will be responsible for providing post-implementation support to customers that use ETAdirect. You are highly motivated, a self-starter and you are dedicated to providing the highest level of customer satisfaction. The ideal candidate possesses not only a variety of technical knowledge, but is able to demonstrate experience in best practices within customer support. You solve problems creatively, possess good entrepreneurial skills and you are flexible, able to adapt to varying customer situations. You enjoy working with people and technology, and as such, you have both the ability to interact with engineering teams and have excellent relationship-building and communication skills.
Be the liaison between the business units, technology teams and support teams.
Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements.
Internal reproduction of the customer problem to enable the development and testing of a resolution
Developing resolutions to customers problems, working with engineering to ensure they are integrated and tested
Participation in incident and escalations calls to brief customer management on support cases and assist in the creation of action plans aiming to solve customer issue
Communicating with the engineering teams (when required) to facilitate resolutions for customer issues
Perform weekend and after-hours support coverage, including P1 pager duty on a regularly scheduled rotation.
Bachelor?s degree in Information Technology, Computer Engineering, Business (with a strong IT background), Industrial Engineering (with a strong IT background), or other related degrees.
Must be proficient in English. Strong language skills in a foreign language is highly preferred, specifically Spanish and Portuguese.
At least 3 years demonstrated experience as a Business System Analyst specifically in a consulting or software vendor capacity.
Strong preference for experience in the workforce management industry and/or with OSS/BSS, ERP and/or CRM systems, or other complex, enterprise-wide software implementations.
Exposure to software development, debugging, documentation, and troubleshooting
Exceptional communication skills: ability to accurately and precisely communicate instructions, steps, seek information from clients and empathize both verbally and in writing: Must have technical writing capabilities
Ability to manage challenging customer interactions
Proven ability to manage priorities
Applied business and technical experience is essential including a good understanding of business rules & constraints.
Must have experience working remotely from a home-office with a global virtual team.
||Cleveland, OH |
THIS JOB HAS EXPIRED