About the role
ikeGPS is looking for a Support Engineer to join our Customer Support team. The Support Engineer role will report to the Customer Support Manager to act as the customer-facing subject matter expert for IKE products. Customer Support forms an integral part of our Operations function, which focuses on providing clients with an unmatched customer service experience, ensuring satisfaction, retention, and adaptation of IKE platforms and features.
This is a full-time position based in our Broomfield, CO office. In-office attendance is required 4 days a week, with additional remote days available for special circumstances.
What you will do
As the Support Engineer, you will be responsible for resolving Tier 1 and Tier 2 technical issues while driving pre-emptive solutions using customer support software such as Jira, Zendesk, and Salesforce. You’ll work cross-functionally with Solutions, Finance, and Engineering teams to support user-facing workflows.
Responsibilities
Customer Support
- Triage, diagnose, and drive to resolution customer support requests
- Provide timely and quality responses for internal and external support inquiries
- Provide customers with product knowledge, support, and answers to their inquiries
- Troubleshoot technical problems and test IKE products to assist customers in finding workflow solutions
- Test IKE hardware and create reports for the ikeGPS-owned pool of refurbished devices
- Introduce ikeGPS Support and create accounts for new customers
- Follow up on support tickets and ensure responses meet established SLAs
- Create or assist in creating content for support documentation
- Work with Finance, Sales, and Operations to ensure customer orders meet specifications
- Perform shipping and logistics duties for customer shipments
Product Support
- Test IKE hardware and create summary reports
- Provide product feedback that can be used to steer product development
- Create training content and support documentation
- Submit, comment, edit, and assist with the development of customer support tickets, feature request stories, tech debt stories, and bug tickets
- Identify software bugs, test bugs, and write up bug reports
- Act as a customer advocate in product planning and developmental team discussions
- Attend bug triage meetings to provide customer/user insight on issues/bugs
- Provide insights, observations, and feedback to the development team as needed
Operations
- Drive continuous improvement in everything we do by identifying areas of inefficiency
- Leverage and deploy technology solutions to improve workflows
About you
Required Qualifications and Experience
- Bachelor’s Degree in technology, science, or GIS-related field (or related work experience equivalent)
- Familiarity with help desk software: Zendesk
- Good understanding of mobile device operating systems: iOS and Android
- Experience with CRMs (Zendesk, Salesforce, etc.)
- Computer literacy: PC and MS Office
- Flexible and easy to adapt to new tasks and workflows
- Friendly and approachable with excellent interpersonal skills
- Excellent communication skills, especially clear, impactful writing
- Excellent problem-solving skills
- Ability to work outside as needed for testing, training, etc.
Desirable Qualifications and Experience
- Excellent customer and interactive team skills
- Strong communication skills and comfortable speaking to groups
- Exceptional problem-solving and critical thinking skills
- Excellent organizational and time-management abilities
- Knowledge of GPS, GIS, and land survey techniques
- Experience in the Utility industry, particularly with Outside Plant
