The Customer Support Engineer will support our Public Safety mission-critical software applications and will be the primary liaison between our end users, the North American Hexagon business unit, and our product development organization. They will have a keen understanding of Hexagon's product offerings, be able to investigate, diagnose, and solve complex technical problems while communicating our value to the Public Safety industry.
Some of the responsibilities include the following:
Provide high-quality phone, web, and email support focusing on North American Hexagon Customers
Perform extensive troubleshooting of key software and hardware components
Be able to replicate complex customer issues
Take ownership of technical incidents and coordinate resolution with services or product development teams when necessary
Train customers in system operation and software functionality
Keep abreast of new company products and services
Contribute to team effort by accomplishing related results as needed
Perform other reasonable and related duties
The Company reserves the right to change duties at any time
Qualifications
A passion for client success
A passion to communicate and respond rapidly to client concerns and maintaining a quality flow of update information during the resolution process
2-4 years of customer service experience is a plus, but not required
General technical knowledge of Microsoft products and technologies including Windows Servers and SQL databases
Readiness to learn new technologies at lightning speed
Commitment to providing an exceptional experience to our customers
Ability to work a flexible schedule or be on-call on a rotating basis
Working knowledge of customer service software, databases and tools
Awareness of the industry's latest technology trends and applications
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Ability to comprehend the Hexagon Public Safety product line and to communicate our value proposition to prospects and customers
Experience with meeting goals and objectives
Excellent presentation skills, verbal and written communication skills, and interpersonal skills
Highly organized and attentive to detail
Training will be provided; however any experience in Salesforce, SSRS, and Microsoft SQL Server is a plus
