TECH5 USA

Support Engineer

• Communicates with internal teams and customers to plan and review implementation status.
• Monitors logging and alerting systems to ensure high-availability and reliability.
• Installs and configures TECH5-provided hardware and software and provides instruction and assistance to contracted support personnel tasked with installation and configuration.
• Contributes to the development of processes and templates for customer project implementation.
• Interfaces with the Project Implementation team in deployment, documentation, repair, and troubleshooting of systems.
• Ensures project data including installation and configuration, remote connection and contact data is shared with other members of the Technical Support team.
• Submits to and passes enhanced criminal and background checks conducted by individual customers utilizing their requirements to be cleared.
• Requires participation in a 24x7 on-call shift rotation and may require travel up to 5%.
• Receives and proactively responds to customer support requests during work and/or on-call assignment hours through channels including email, helpdesk ticketing system and phone calls.
• Completes annual security training and adheres to TECH5 USA’s security policies and procedures; notifies IT with any suspicious emails or other activity.
• Uses remote support tools and knowledge to assist in resolving customer hardware issues.
• Reproduces reported issues and identifies solutions.
• Reports product and service defects and suggests appropriate action to engineering and management using internal procedures.
• Assists engineering and quality assurance teams in executing test cases and providing output through appropriate channels, when assigned by manager.
• Updates information such as asset management to correctly reflect customer deployment status.
• Performs other duties associated with this position as assigned.

Inside Sales

• Develop and implement sales strategies to expand the customer base and meet revenue targets
• Monitor sales metrics and generate reports to track performance and identify opportunities for improvement
• Collaborate with marketing and product teams to align strategies and ensure effective lead generation
• Build strong relationships with existing clients to ensure satisfaction and retention
• Identify and pursue opportunities to upsell and cross-sell software solutions
• Act as a point of escalation for client concerns and resolve issues promptly
• Streamline and optimize sales processes to improve efficiency and productivity
• Implement and utilize CRM tools effectively to manage leads, pipeline, and customer data
• Stay updated on industry trends and competitor activities to identify new opportunities
• Work closely with the product team to understand software features and benefits
• Provide insights to the leadership team regarding market trends, customer feedback, and sales forecasts
• Foster a collaborative culture within the team to share best practices and drive innovation
• Enter Purchase Orders and customer invoices into QuickBooks On-Line
• Follow up with customers on accounts receivable, as needed
• Provide expertise in vendor procurement of customer hardware
• Complete annual security training and adhere to TECH5 USA’s security policies and procedures; notifies IT with any suspicious emails or other activity
• Perform other job-related duties and responsibilities as may be defined or assigned from time to time

Support Engineer

Inside Sales Manager