Support Engineer TOA Technologies
TOA Technologies is the leading provider of cloud-based mobile workforce management and customer appointment management applications for both midsize and large enterprises. TOA?s patented platform and processes dramatically improve customer service while 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?s ETAdirect reduces customer wait times and increases field and back-office workforce efficiency. TOA (?Time of Arrival?) automates communications across multiple channels to proactively keep customers apprised of their appointment status. TOA 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 and other host systems.
TOA Technologies has been recognized by Gartner analysts as a Leader and Visionary company for the past eight years running. This is based on our company?s completeness of vision, diverse industry success, 100% successful delivery record across a global tier-1 customer base and unparalleled performance (99.996% uptime for the trailing 24 months). The innovative nature of our ETAdirect software service has been recognized by customers, analysts and investors 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 is 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, Business and Home Services.
TOA Technologies is headquartered in Cleveland, Ohio, with offices in the United States, Canada, Europe, Australia, New Zealand and throughout Latin America.
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 |