Support Engineer

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Support Engineer

Farmington, MI
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Job Summary

The ideal candidate is a problem solver with calm and measured demeanor, With admin level experience to Window based computers and servers. Experience with VPNs, Virtual Machines, and Managed File Transfers (AS2, sFTP) is required.

Tasks and Responsibilities

  • Ability to work as a team and coordinate tasks with internal and external team members
  • Support RxChain Application, barcode labeling, custom reports, and mobile scanning applications, including working with customers and internal users on required and requested changes and additions
  • Implement and maintain touchscreen applications system including updates to data files
  • Troubleshoot and resolve system and end-user problems as they arise in an expeditious manner to avoid and minimize adverse impact to the customer business operations
  • Analyze end user needs and requests and develop solutions that are consistent with LSPEDIA business and R&D strategy
  • Provide end-user training, update and maintain work instruction, reference materials, and user guides
  • Submit software functional specification for software development task when required
  • Quality control software release and run User Acceptance Testing
  • Provide B2B (similar to EDI) support to meet customer and supplier requirements
  • Train new support staff
  • Ensure high level of customer satisfaction
  • Improves system performance by identifying problems and recommending changes
  • Provides answers to customers by identifying problems, researching answers, and guiding customer through corrective steps
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Updates job knowledge by participating in educational opportunities; maintaining personal networks
  • Communicate resolution clearly to customers in a timely fashion
  • Alert management and team members of at-risk accounts and critical product issues

Requirements

  • This job is located in Farmington Hills, Michigan
  • 10% travel for customer meetings, trade shows, and other business engagements as needed
  • 3 plus years of experience in a software support organization in a technical support or development role
  • Experience with cloud hosting, VPN, Virtual Machine, Managed File Transfers (AS2, sFTP)
  • Experience with or ability to read, understand XML, resolve issues by reviewing XML data
  • Strong listening skills
  • Good verbal and written communication skills
  • Able to thrive in a flexible, fast-paced environment
  • On call availability on off office hours
  • Strong customer service