Support Engineer

• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies
• Provide technical support to customers via phone, ticketing systems, and other support channels
• Troubleshoot software, networking, and system‑level issues with a strong focus on customer experience
• Continuously test Acre software and integrations to support quality assurance and product reliability
• Respond to incoming customer calls and technical inquiries requiring assistance
• Participate in an after‑hours on‑call rotation to support customers 24/7/365
• Maintain accurate documentation and records within support and ticketing systems
• Continuously build professional, technical, and product knowledge to improve issue resolution and customer outcomes
• Create and maintain weekly or monthly reports as directed by leadership.

Technical Support Engineer

• Provide phone, chat, email and remote support for the Laserfiche software to resellers and customers.
• Maintain personal and departmental case load by responding to and working on cases within stated SLAs.
• Coordinate with Laserfiche development when cases require additional assistance.
• Report and file bug tickets that come up during troubleshooting.
• Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases.
• Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum.
• Watch and review videos of internal software training sessions and development meetings.
• Ensure all team members follow Laserfiche security policies and all other corporate policies, and safeguard Laserfiche classified information through appropriate data handling practices.
• Enroll and complete relevant product and technical training courses in the company’s Learning Management System.
• Participate in departmental training sessions in-person or remotely.

Support Engineer I

• Participate in gathering and summarizing prospect information for Treasury Management consultants
• Identify opportunities for process improvements within scope of responsibilities or functional area
• Review and research basic or tactical operational assignments that require evaluation and selection of alternatives, related to low to medium risk deliverables
• Present recommendations for resolving more complex situations and exercise some independent judgement while developing understanding of function, policies, procedures, and compliance requirements
• Provide information to functional colleagues, internal partners, and stakeholders, including internal as well as external customers

Treasury Management Support Analyst

• Troubleshooting and resolving technical issues
• Providing comprehensive support for both Geotab and partner products
• Ensuring customer satisfaction through effective problem diagnosis and solution delivery
• Handling support cases from initial contact through resolution
• Maintaining detailed documentation
• Contributing to 24/7 support operations
• Working closely with customers, partners, and internal technical teams to escalate complex issues

Technical Support Specialist

• Support partners, customers, sales representatives, and internal teams through multiple communication channels including phone, chat, and email
• Provide technical expertise on database setup, user management, rules and reporting, device errors, network communications, portal configuration, and product implementation
• Diagnose and resolve technical hardware and software issues involving connectivity, installation, and platform inquiries
• Coordinate with internal departments on the return and exchange process for Geotab devices and accessories
• Deliver successful resolution to all customer complaints and escalate critical concerns to management
• Preserve the confidentiality and security of customer data and information
• Support Geotab global strategic initiatives

Technical Support Specialist – Bilingual French

• Act as the primary point of contact for our external facing teams.
• Investigate "stuck" orders or inventory sync issues.
• Learn to perform "Customer Change Requests" (CCRs).
• Translate customer frustrations into clear reports for engineers.
• Participate in the Weekly Operational Health Sync.

Technical Support Liaison

• Answer inbound calls and respond to emails from Dealer Technicians and answers standard to complex questions over the phone, email or in person
• Provide accurate, timely, and descriptive notes during calls
• Solve a range of routine to complex problems
• Document unknown problems
• Troubleshoot with the dealer technician to resolve increasingly complex issues with the product in the field
• Gather and prepare documentation regarding product failure and make recommendations
• Perform on-site troubleshooting, diagnosis, and repair as required
• Track and analyze product failure trends
• Instruct new dealer technicians how to navigate Generac's warranty systems and submit claims electronically
• Makes decisions on warranty concessions
• Mentor less experienced technical service representatives
• Serve as technical expert for team and escalated calls

Technical Support Representative

• Provide technical assistance and support for incoming calls, email, and internal messaging inquiries in a timely manner
• Train customers in the use of our process, systems, and software
• Actively listen to clients to understand issues and concerns
• Make recommendations to improve the performance and quality of our software
• Walk customers through problem-solving process.
• Ask questions to determine nature of problem.
• Install, modify, and repair computer hardware and proprietary POS software.
• Support of all our internal and customer facing websites and applications
• Assist various departments with their questions and concerns; especially with those related to the installation, maintenance and training of proprietary software and equipment.
• Support of multiple service platforms
• Successful and timely completion of all daily work-tasks as assigned
• Provide corrective action to prevent callbacks
• Use of remote desktop software to resolve customer issues
• Track detailed information on client issues and resolutions
• Build rapport with customers and maintain positive and professional relationships
• Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor.
• Perform store escalations to management and other internal teams in order to provide quick resolution
• Additional responsibilities as required to meet business needs

Bilingual Spanish Client Support Technician

• Serve as the first point of contact for technical support requests via phone, email, live chat, or ticketing system.
• Troubleshoot and resolve basic hardware, software, and network issues following established procedures.
• Provide technical support for on site and remote employees, including laptops, desktops, monitors, printers, mobile devices, and peripherals.
• Support audio visual (AV) and conference room equipment, including setup and basic troubleshooting.
• Escalate complex or unresolved issues to Tier 2 or specialized support teams in a timely and well documented manner.
• Participate in occasional after hours technical support, as required.
• Perform system imaging, device configuration, equipment replacements, and workstation setup.
• Assist with IT projects as assigned, including hardware refreshes or software deployments.
• Help maintain accurate IT equipment inventory, including tracking and documentation.
• Accurately document incidents, resolutions, and follow up actions in the ticketing system.
• Assist in maintaining and improving Aspire’s IT support procedures and documentation.
• Follow established IT policies, standards, and best practices at all times.
• Maintain a high level of professionalism and deliver excellent customer service in all interactions.
• Build and maintain positive relationships with end users and IT team members.
• Work both independently and collaboratively to address on site and remote support needs effectively.

Technical Support Agent

• 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

• 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.

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