Technical Support Engineer
Company: The CBORD Group
Location: Waco
Posted on: April 18, 2024
Job Description:
- - Technical Support Engineer - - Description - - Who We Are -
- CBORD 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 is a vital member of our Support team, dedicated to
providing tier I technical and application support for CBORD -
Horizon's solutions. Our focus is on ensuring an exceptional
customer experience by swiftly resolving issues. - - Salary Range:
$25-$27 - What You'll Be Doing - -
- Issue Ownership: Take full responsibility for customer-reported
issues, ensuring they are resolved in a timely and effective
manner.
- Problem Solving: Research, diagnose, troubleshoot, and identify
solutions to resolve system issues, which includes interacting with
customers to understand the problem thoroughly.
- Escalation Management: Follow best practices for escalating
unresolved issues to the appropriate internal support team, with
detailed case notes that outline troubleshooting steps and
results.
- Customer Communication: Maintain regular communication with
customers to keep them informed about the status and progress of
their cases.
- Documentation: Maintain detailed documentation of all issues
and resolutions in case notes and to contribute to a growing
knowledge base that helps in faster resolution of future
problems.
- On-Call Support: Participate in on-call rotations, providing
support for critical issues outside of normal business hours.
- Continuous Learning: Actively engage in learning new
technologies and product updates to improve problem-solving
capabilities.
What You'll Bring to the Table - -
- A college degree in Computer Science, Information Technology or
related fields, is preferred, although equivalent experience will
also be considered
- Ideally 2+ years of relevant work experience in a technical
support environment, especially assisting customers
- Strong logical problem-solving abilities and communication
skills, coupled with a collaborative team spirit.
- Fundamental knowledge of Windows, PCs, SQL, client/server
architecture, networking (including tools like Wireshark), various
operating systems, databases, telephony, and software applications.
-
- Familiarity with XML and API a plus but not mandatory. -
Experience with SaaS models and applications is advantageous.
- General understanding of major RDBMS, with emphasis on Oracle,
MS SQL, and Sybase, which are SQL-based databases. -
- Strong customer service skills with a strong grasp of customer
service principles and practices backed by prior customer-facing
experience.
- A positive, professional, and solution-oriented mindset in
approaching your 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 system administrators, end users, and IT staffs
- Support team, including Leadership
- Team members from various departments (Development, Product
Management, QA, Sales, Professional Services)
- Third-party partners 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. - - DREAMperks - - Staying 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-Off - -
Eligible team members are granted with the following paid time off
annually: - -
- Vacation: 15 vacation days; pro-rated during the first
year
- Holidays: 11 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 DREAMteam - - To view more amazing roles at CBORD and
Horizon, visit our career pages at www.cbord.com/careers - - This
position will be responsible for the handling of PHI (personal
health information) and/or other types of SPI (sensitive personal
information) and will be expected to comply with all applicable
laws and internal policies with regards to handling of PHI/SPI - -
_Internal
Use______________________________________________________________ -
- This Job Description was modified by: Nancy Sullivan - - Enter JD
Author's name. - - This Job Description was last modified:
11/7/2023
Keywords: The CBORD Group, Waco , Technical Support Engineer, Engineering , Waco, Texas
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