Support Engineer

• Handle faculty and staff IT technical support cases through the help-desk database by in-person, remote, phone, teams, or email
• Escalate tickets in system involving accounts, network infrastructure, server-side systems, or enterprise applications to appropriate system admins, network and programming teams
• Update the Universitys help desk database with tech tips and brief documents
• Evaluate system potential through assessing compatibility of new programs with existing programs
• Install software on windows and mac OS throughout campus
• Deploy and configure new windows or mac devices for faculty and staff
• Improve existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
• Maintain system functionality by testing computer components
• Work with Manufacturer client support for warranty repairs
• Maintain end user confidence by keeping their information confidential
• Prepare reference material for faculty and staff by creating operation instructions
• Network design and implementation when required
• Provide on-site IT support for high level University zoom & Teams meetings; classroom technology, cell phone configuration and audio visual event and meeting support.

Technical Support Representative

• Efficiently manage and prioritize incoming support tickets.
• Troubleshoot and resolve technical issues related to company products and services.
• Provide accurate and timely responses to customer inquiries.
• Escalate complex issues to the appropriate internal teams when necessary.
• Deliver immediate assistance for emergency situations.
• Handle inbound customer calls and provide clear, concise explanations of technical concepts.
• Foster strong customer relationships through effective communication and problem-solving.
• Demonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questions.
• Follow up to ensure all customer issues are fully resolved and satisfaction is achieved.
• Contribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions.
• Stay informed about product updates, features, and best practices.
• Participate in regular training sessions to maintain expertise in company products and services.
• Accurately document issues and resolutions using Salesforce or other CRM tools.

Customer Technical Support Specialist

• Provide technical support (50% remote, 50% hands-on)
• Learn how to troubleshoot and resolve hardware and software issues
• Document user interactions and suggest improvements
• Communicate clearly with users and support them across the country
• Maintain a helpful and positive attitude
• Assist with office operations such as mail handling and assist with minor office repairs

Technical Support Intern, BTS

• Provide technical support to PWT sales and customers.
• Respond to design questions.
• Develop engineered solutions to complex design conditions.
• Meet or exceed the Engineering Service Level Agreement (SLA).

• Lead JDE enhancements for implementation and support
• Translate business requirements into functional and technical designs
• Collaborate with JDE developers, test logic, and prepare for production in compliance with divisional standards
• Manage requirements, analysis, design, coding, testing, implementation, and documentation of enhancements and modifications
• Gather requirements, design, develop, implement, and support custom JD Edwards E1 software projects
• Design flexible, scalable solutions based on business requirements using optimal functional and technical designs
• Utilize the JDE toolset, including C, C++, Structured Query Language (SQL) Server, DocPath, Gentran, Smarter Commerce, and Data Systems International (DSI) Data Collection middleware
• Troubleshoot issues using various debugging methods
• Write complex ad hoc SQL queries for data analysis and troubleshooting
• Develop and maintain interfaces between JDE and various third-party software
• Consult with users to identify current operating procedures and clarify requirements
• Provide accurate development activity estimates
• Provide consistent and accurate status updates
• Develop and nurture consensus and working relationships with all Enterprise ERP teams and other business and IT teams
• Assist with various implementation project phases, including initiation, build, testing, and deployment
• Assist with quality assurance (QA) support for prototyping, development, and user testing
• Research special topics as required as part of team or project responsibilities

Senior JDE Technical Analyst

• Deliver first-line remote technical support within a single modality
• Resolve a broad range of technical issues
• Ensure high customer satisfaction, regulatory compliance, and accurate service documentation
• Conduct root cause analysis (RCA)
• Document diagnostic steps and resolutions
• Escalate complex issues with detailed case histories to senior engineers
• Collaborate with cross-functional teams to improve service operations

Technical Support Engineer 4

• Provide technical information and support to both internal and external customers, end users & field sales
• Responsible for answering product support calls, chats, and emails for Corbin Russwin, ACCENTRA, and Arrow products
• Act as the liaison of product information from the field to the Profit Center Managers and production personnel
• Responsible for providing feedback to sales and customer base as a result of problem solving
• Perform root cause analysis of returned product and assist with corrective actions
• Review Special Product Application Requests for accuracy and completeness
• Review new and existing product literature & recommend changes to ensure accuracy
• Support production with assembly, quality, application, and engineering issues
• Provide training on the floor and perform quality checks

Customer Service Technical Support Specialist

• As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns.
• Provide front line, first level, technical assistance for consumers.
• Assist with product recommendations and sales inquiries.
• Supporting Client specific high speed internet services delivering an exceptional customer experience.
• Resolve technical problems, within a fast paced, customer facing environment.
• Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.
• Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.
• Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.
• Demonstrate advanced product knowledge and have the ability to solve customer issues.
• Resolve customer issues on the first call as frequently as possible.
• Open and manage trouble ticket system for user issues, Data Network, OS issues.
• Be patient, courteous and friendly with customers at all times.
• Demonstrate a positive attitude.
• Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
• Adhere to all work schedule assignments.
• Abide by and support management directives and adhere to all TP policies.

Technical Support & Sales Representative

• Help define and execute the product strategy, vision, and roadmap for Talent Management and Learning solutions within Workday
• Lead the optimization and governance of Workday Learning
• Collaborate with stakeholders to gather requirements, prioritize features, and conduct business analysis for enhancements
• Manage the full product lifecycle for Talent Management and Learning solutions
• Work closely with HR Shared Services, Enablement, IT, and business leaders to identify opportunities for process optimization
• Oversee the creation, organization, and governance of learning materials within Workday Learning
• Develop and maintain talent analytics dashboards and reports
• Champion change management strategies to drive adoption and engagement

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