Customer Service Engineer

Job Type: Full Time
Job Location: Fargo OnSite
CUSTOMER SERVICE ENGINEER

The OmniByte Customer Experience team is looking for a Customer Service Engineer who will own, investigate and solve complex, technical product issues. We are looking for a problem solver who loves working with people and helping our users understand how to use their investment in our products to their full potential.

This position is on-site in our Fargo, ND office.

 

Primary Responsibilities 
  • Provide expert-level technical customer support to resolve complex inquiries, issues, and problems pertaining to our software products by leveraging your in-depth understanding of underlying technologies.
  • Document follow-up and steps taken to achieve timely and satisfactory resolutions for all assigned tickets.
  • Undertake in-depth analysis and root cause investigation of software issues brought to support.
  • Create and maintain technical articles and FAQs for self-help resources.
  • Build lasting relationships to become aware of the customer’s needs for proactive problem solving. Work as a liaison between customers and other internal teams to facilitate seamless communication and issue resolution.
  • Assist in the testing and validation of software updates and enhancements before their release to customers. Perform updates for new releases to customers.
  • Maintain up-to-date, extensive knowledge of our software product, APIs, underlying architecture, and integrations. Continuously expand your knowledge of relevant supporting and complementary technologies which help provide efficient and accurate assistance.
  • Contribute to the development and execution of technical end-user product training programs for rapid adoption and effective usage of our software solutions.
  • Mentor and assist Customer Experience team members, share technical expertise and best practices to build a cohesive and proficient support team.
  • Collaborate with other departments to problem solve, transfer knowledge, and encourage innovation in all aspects of organization.
Qualifications:
  • Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent work experience.
  • Experience coding with one or more programming languages (e.g., Java, Python, .NET Framework).
  • Experience working with database technologies (e.g., SQL, NoSQL).
  • Experience working with client-side web technologies (e.g., HTML, CSS, JavaScript, or Angular).
  • Experience in technical troubleshooting web application communication, web application infrastructure, and mobile application communication
  • Familiarity with hosting environments such as Azure and AWS.
  • Familiarity with development tools such as Visual Studio, DevOps and Git Hub.
  • Possess excellent customer service skills, experience managing internal and external customers, a positive attitude, and a high level of initiative.
  • Exceptional written and verbal communication skills including the ability to articulate technical concepts effectively.
  • Two years of experience in technical support involving technical knowledge of complex software issues and debugging. Experience supporting web and/or mobile applications (Android, iOS, Windows) preferred.
  • Familiarity with ticketing, CRM, and ERP systems such as HubSpot, IFS, MS Dynamics or similar.
  • Certification in relevant computer languages or software is a plus.

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