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Tech Support Engineer - Dallas, TX, USA

Apply here: https://indeedhi.re/3a35mnj

What You’ll Do

 

  • Provide technical support for customer problems, incidents, issues, requests.
     

  • Liaise with other support and product teams as required to resolve requests/issues in a timely manner.
     

  • Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
     

  • Respond to customer calls/emails for Service Requests and Incidents.
     

  • Respond to system alerts and escalate as required.
     

  • Record activities in the Operations turnover log and track all problems as reported.
     

  • Be willing to learn how to evaluate, troubleshoot, and follow-up on customer issues.
     

  • Coordinate with the development team to provide as much detail as possible on any software issue
     

  • Update and maintain helpdesk application tool through input of resolutions to issues and/or tracking of issues.
     

  • Monitor the successful resolution of tickets and provide appropriate progress reporting as necessary.
     

  • Perform additional duties, either incidental or implied, consistent with the employee’s background or training, which may be reasonably delegated as being in the best interest of the support Department.
     

  • Minimal local travel may be required.

The ideal employee will have
 

  • Experience in the Telecom industry.
     

  • Excellent communication skills: utilized with our clients, as well as delivering effective feedback to your peers and management.
     

  • Strong technical skills skills as it relates to mobile phones, PC Hardware and Software, and web-based communication tools.
     

  • A self-starter and strong sense of ownership over their role.
     

  • A service-oriented, can-do attitude: you are able to stay enthusiastic and work on a go-forward strategy.
     

  • Bonus: Experience using Zendesk, JIRA and various CRM systems.
     

Benefits
 

  • mce offers competitive pay with industry leading health insurance plan, 401k plan with matching contribution, generous PTO policy and paid holidays.
     

Job Type:
 

  • Full-time
     

Education:
 

  • Associate (Preferred)
     

Location:
 

  • Dallas, TX 75201 (Required)
     

Work Location:
 

  • One location
     

Benefits:
 

  • Health insurance

  • Retirement plan

  • Paid time off
     

This Job Is Ideal for Someone Who Is:
 

  • Dependable -- more reliable than spontaneous

  • People-oriented -- enjoys interacting with people and working on group projects

  • Detail-oriented -- would rather focus on the details of work than the bigger picture
     

Schedule:
 

  • Monday to Friday

 

Apply here: https://indeedhi.re/3a35mnj