Support Engineer

• Provide first-line technical support to customers via email, phone, and online platforms
• Deliver software training sessions both remotely and onsite at client locations worldwide
• Build and maintain strong working relationships with existing and prospective clients
• Analyze customer environments and challenges to identify technical issues and design integrated solutions
• Document workflows, standard operating procedures, and technical knowledge for internal and client use
• Support marketing and sales initiatives, including participation in international conferences and exhibitions
• Provide expert consultancy services as experience and expertise deepen in the role

Hydrographic Technical Support Consultant

• Act as the dedicated technical lead for enterprise customers, spearheading the resolution of complex cloud issues and Microsoft Azure integrations.
• Architect and develop sophisticated performance telemetry dashboards using web development tools to provide customers with proactive system stability insights.
• Collaborate directly with cloud engineering and solutions architecture teams to advocate for customer needs and drive issues through the development lifecycle.
• Provide strategic guidance on database customizations and operational best practices to enhance software effectiveness and business alignment.
• Manage high-priority support cases with rapid response times, ensuring enterprise-level service delivery and continuity across complex workflows.

Enterprise Support Engineer

• Configure, maintain, and advance systems used in financial aid to support student service, daily operations and processing
• Review, test, and troubleshoot product updates and annual releases
• Drive excellence in service through ongoing department support and calibration
• Participate in important initiatives to collaborate with partners to design and improve all financial aid practices
• Challenge thinking and processes to drive, deliver, and facilitate system initiatives and solutions
• Develop an understanding of the interdependencies and sharing of data within system integrations
• Complete daily support functions connected to the student aid experience
• Perform and monitor financial aid batch processes within the Student Information System
• Provide direct, open, and honest feedback to promote engagement, collaboration, and communication to achieve success
• Other related duties to support Student Financial Services and University goals

Systems and Support Analyst, Financial Aid

• 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.

Technical Support & Sales Representative

• Collaborating with cross-functional teams to gather, analyze, and document ERP business requirements for all end-to-end processes in the business
• Conducting in-depth analysis of ERP systems and identifying opportunities for improvement
• Creating and maintaining process maps and work instructions to support communications, training, and change management initiatives
• Analyzing manufacturing workflows, identifying bottlenecks, and recommending process improvements
• Utilizing Infor CSI Syteline ERP expertise to support and enhance ERP system functionalities
• Acting as a liaison between IT and business stakeholders to ensure alignment across the organization
• Providing regular updates to the ERP Project Manager and assisting with project progress tracking
• Supporting end-users and training initiatives to drive ERP adoption and efficiency
• Experience in supporting projects with multiple vendors on a project as part of the ERP program model.
• Experience with ERP support: ticketing systems, reporting, KPIs during project hyper care, and then acting as the key contact for ERP support to the business
• Support on Power BI reporting for Sales, Finance, and other business functions.

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Hydrographic Technical Support Consultant

Enterprise Support Engineer

Systems and Support Analyst, Financial Aid

Technical Support Engineer 4

Technical Support & Sales Representative

ERP Support Analyst, Contract – Hybrid