MiTek

Technical Support Representative I

MiTek

full-time

Posted on:

Location Type: Hybrid

Location: Chesterfield • Montana • United States

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Tech Stack

Citrix

About the role

  • Responsible for providing technical assistance to customers and internal users in support of complex Structural Engineering, CAD, and Business Management applications within the MiTek Software Suite.
  • Answer questions or resolve software and related computer problems for clients and co-workers in person, via telephone or remotely.
  • Assistance shall include installation, system configuration, network interaction, feature usage, enhancement needs and system behavior
  • Receive incoming customer issues in support of complex Structural Engineering, CAD, and Business Management applications within the MiTek Software Suite and help the customer resolve those issues by; Researching previous customer issues within call tracking system; Developing a method to isolate the variables of the issue and test those variables individually until finding the cause of the issue; Contribute and collaborate with those that focus in that area of the software or applications which includes Technical Representative III, Technical Representative IV, SQA, and Developers.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities with use in Salesforce
  • Research open, unsolved, and complex customer issues
  • Develop a training curriculum, assemble training materials, construct, and maintain a set of data for training and hold training classes
  • Travel to customer sites to troubleshoot complex and in-depth issues, help the customer optimize and develop their manufacturing process and conduct training classes on new software and features for new and existing employees
  • As needed, work on assigned projects from Technical Support Manager or Technical Representative IV which require more time to resolve
  • When needed works directly with Product Management and Software Development as part of a decision-making team to ensure proper correction of defects and implementation of enhancements into the software

Requirements

  • Bachelors Building and Construction Technology required
  • 1-2 Years of experience in troubleshooting, call center support, information technology, truss design, carpentry or framing required
  • Equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis
  • Able to perform mathematical skills such as calculating proportions, percentages, area, circumference, and volume and able to apply concepts of basic geometry
  • Ability to read and understand prints and schematics
  • Knowledge and experience with Microsoft Windows Operating Systems, Terminal Server/Citrix environments, various networking environments or AutoCAD a plus.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible working hours
  • Paid time off
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingcall center supportinformation technologytruss designcarpentryframingmathematical skillsreading printsunderstanding schematicsAutoCAD
Soft Skills
technical assistanceproblem resolutioncustomer supportcollaborationtraining developmentcommunicationdata analysisproject managementadaptabilitycustomer service
Certifications
Bachelors Building and Construction Technology