Technical Support Engineer - Atlanta Metro GA Area
DescriptionWho We AreCBORD and Horizon are the world's leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses.
Our success and growth is directly attributed to our DREAMteam.
Our culture is built on integrity, respect for our people, and continuous personal development.
We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.
The Technical Support Engineer (TSE) is a critical part of the Customer Care team, responsible for technical and application support for all CBORD Horizon integrated solutions used on campuses across the country, including colleges, school districts, businesses and healthcare facilities providing services across the continuum of care ensuring our customer receive an exceptional level of service and that their issues are resolved quickly.
The TSE is responsible for support, analysis and troubleshooting to resolve issues via phone, email, direct consultation, and occasional travel and must ensure prompt, courteous, and profession service to our customers via effective communication, timely follow-up, demonstrated technical expertise and adherence to our department best practices and standards.
The TSE serves as the primary liaison between the customer and CBORD Horizon.
What You'll Be Doing Manage and resolve support cases by providing technical assistance on CBORD Horizon solutions to customers via phone, email and/or remote access, and other appropriate channels.
Troubleshoot technical issues to establish root cause of problems and form a solution or workaround across a range of environments Reproduce customer issues and if necessary, file bug reports, escalate cases to development and provide necessary documentation Document customer interactions, support cases and problem diagnostics accurately and thoroughly via the case management system, keeping all stakeholders abreast of case management and resolution.
Take ownership of solving problems, but also have a clear understanding of when a problem requires escalation, dispatch, and teamwork.
Coordinate across numerous departments while driving to resolution.
Interact with customer to provide and process information in response to inquiries, concerns, and requests about CBORD Horizon products and services.
Maintain a basic understating of the organization's products, staying current with system information, process/policy changes and relevant update and take ownership for identifying improvements.
Contribute to company knowledge and training content (KB, training aides, etc.
).
Demonstrate strong interpersonal and communication skills while working with customers and internal team members.
Maintain a high level of accountability and professionalism over customer issues, while striving to exceed service level standards.
Work effectively and manage your queue with minimal supervision Demonstrate flexibility in being able to handle interruptions well, prioritize work appropriately, and transition between tasks with ease.
Cover nights and weekends on a rotating basis to ensure consistent customer experience.
What You'll Bring to the Table Strong logical problem-solving abilities, exceptional communication skills, and the ability to work in a team environment.
Fundamental understanding Windows, PCs, SQL, client/server, networking (including use of applications such as Wireshark), OS platforms, databases, telephony, and software application.
XML and API desired, but not required.
SaaS model and applications a plus.
General understanding of major RDBMS with emphasis on Oracle, MS SQL, and Sybase an SQL-based database.
Strong customer service skills with knowledge of customer service principles and practices with previous customer experience.
A college degree in Computer Science (or related fields), Information Technology (or related fields), or equivalent experience is preferred 2
year of relevant work experience supporting customers in a technical environment is preferred A positive, professional, and solution-oriented outlook on the role.
What's Good to Know Career Development Opportunities Eligible for overtime on an as-needed basis Occasional travel may be requested; less than 10% Fulfillment of government security clearance application process may be required Who You'll Work with Customer Care team, including Leadership Other team members across all departments (Support, Development, Product Management, QA, Sales, Professional Services) Clients/Customers Third Party Vendors Why Join the CBORD Horizon DREAMteam? DREAMteam (how we refer to all of us) You're engaged and self-motivated.
You think like an entrepreneur, constantly driving improvement and innovation.
You act as a change agent.
You're a team player contributing to a collaborative and diverse work environment.
We question the status quo and so should you.
You are accountable and focused and take smart risks.
You're an extension of our talent acquisition team - always scouting top talent to join our team.
DREAMperksStaying Healthy Eligible team members have access to a robust health insurance plan on their first day of employment.
To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year.
Access to an Employee Assistance Program.
Enjoying Time-OffEligible team members are granted with the following paid time off annually:
Vacation:
15 vacation days; pro-rated during the first year Holidays:
10 paid holidays each year Sick Time:
5 sick days Personal days:
3 personal days; pro-rated during the first year Planning for the Future Employer paid Life Insurance / AD&D / Short-Term Disability Insurance Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D Access to FSA Plans & Commuter Benefit Plans 401(k) Savings Plan where the Company matches team member contributions $0.
50 for every dollar saved up to 8% of pay.
Fully vested on day one.
Access to the Roper Employee Stock Purchase Plan Paid Parental Leave Program Make an Impact DREAMcares (The Company's outreach initiative to support our extended community):
Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization.
This description is intended to be generic in nature.
It is not intended to determine all specific duties and responsibilities of any particular position.
Essential functions may vary on the specific tasks assigned to the position.
Apply and Join the DREAMteamTo view more amazing roles at CBORD and Horizon, visit our career pages at www.
cbord.
com/careershttps:
//www.
cbord.
com/employee-candidate-privacy-notice />Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c) Recommended Skills Api Case Management Case Management Systems Client Server Models Communication Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
Our success and growth is directly attributed to our DREAMteam.
Our culture is built on integrity, respect for our people, and continuous personal development.
We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.
The Technical Support Engineer (TSE) is a critical part of the Customer Care team, responsible for technical and application support for all CBORD Horizon integrated solutions used on campuses across the country, including colleges, school districts, businesses and healthcare facilities providing services across the continuum of care ensuring our customer receive an exceptional level of service and that their issues are resolved quickly.
The TSE is responsible for support, analysis and troubleshooting to resolve issues via phone, email, direct consultation, and occasional travel and must ensure prompt, courteous, and profession service to our customers via effective communication, timely follow-up, demonstrated technical expertise and adherence to our department best practices and standards.
The TSE serves as the primary liaison between the customer and CBORD Horizon.
What You'll Be Doing Manage and resolve support cases by providing technical assistance on CBORD Horizon solutions to customers via phone, email and/or remote access, and other appropriate channels.
Troubleshoot technical issues to establish root cause of problems and form a solution or workaround across a range of environments Reproduce customer issues and if necessary, file bug reports, escalate cases to development and provide necessary documentation Document customer interactions, support cases and problem diagnostics accurately and thoroughly via the case management system, keeping all stakeholders abreast of case management and resolution.
Take ownership of solving problems, but also have a clear understanding of when a problem requires escalation, dispatch, and teamwork.
Coordinate across numerous departments while driving to resolution.
Interact with customer to provide and process information in response to inquiries, concerns, and requests about CBORD Horizon products and services.
Maintain a basic understating of the organization's products, staying current with system information, process/policy changes and relevant update and take ownership for identifying improvements.
Contribute to company knowledge and training content (KB, training aides, etc.
).
Demonstrate strong interpersonal and communication skills while working with customers and internal team members.
Maintain a high level of accountability and professionalism over customer issues, while striving to exceed service level standards.
Work effectively and manage your queue with minimal supervision Demonstrate flexibility in being able to handle interruptions well, prioritize work appropriately, and transition between tasks with ease.
Cover nights and weekends on a rotating basis to ensure consistent customer experience.
What You'll Bring to the Table Strong logical problem-solving abilities, exceptional communication skills, and the ability to work in a team environment.
Fundamental understanding Windows, PCs, SQL, client/server, networking (including use of applications such as Wireshark), OS platforms, databases, telephony, and software application.
XML and API desired, but not required.
SaaS model and applications a plus.
General understanding of major RDBMS with emphasis on Oracle, MS SQL, and Sybase an SQL-based database.
Strong customer service skills with knowledge of customer service principles and practices with previous customer experience.
A college degree in Computer Science (or related fields), Information Technology (or related fields), or equivalent experience is preferred 2
year of relevant work experience supporting customers in a technical environment is preferred A positive, professional, and solution-oriented outlook on the role.
What's Good to Know Career Development Opportunities Eligible for overtime on an as-needed basis Occasional travel may be requested; less than 10% Fulfillment of government security clearance application process may be required Who You'll Work with Customer Care team, including Leadership Other team members across all departments (Support, Development, Product Management, QA, Sales, Professional Services) Clients/Customers Third Party Vendors Why Join the CBORD Horizon DREAMteam? DREAMteam (how we refer to all of us) You're engaged and self-motivated.
You think like an entrepreneur, constantly driving improvement and innovation.
You act as a change agent.
You're a team player contributing to a collaborative and diverse work environment.
We question the status quo and so should you.
You are accountable and focused and take smart risks.
You're an extension of our talent acquisition team - always scouting top talent to join our team.
DREAMperksStaying Healthy Eligible team members have access to a robust health insurance plan on their first day of employment.
To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year.
Access to an Employee Assistance Program.
Enjoying Time-OffEligible team members are granted with the following paid time off annually:
Vacation:
15 vacation days; pro-rated during the first year Holidays:
10 paid holidays each year Sick Time:
5 sick days Personal days:
3 personal days; pro-rated during the first year Planning for the Future Employer paid Life Insurance / AD&D / Short-Term Disability Insurance Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D Access to FSA Plans & Commuter Benefit Plans 401(k) Savings Plan where the Company matches team member contributions $0.
50 for every dollar saved up to 8% of pay.
Fully vested on day one.
Access to the Roper Employee Stock Purchase Plan Paid Parental Leave Program Make an Impact DREAMcares (The Company's outreach initiative to support our extended community):
Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization.
This description is intended to be generic in nature.
It is not intended to determine all specific duties and responsibilities of any particular position.
Essential functions may vary on the specific tasks assigned to the position.
Apply and Join the DREAMteamTo view more amazing roles at CBORD and Horizon, visit our career pages at www.
cbord.
com/careershttps:
//www.
cbord.
com/employee-candidate-privacy-notice />Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c) Recommended Skills Api Case Management Case Management Systems Client Server Models Communication Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
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