Technical Support Rep II

Job Description

MiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. In 1955, MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today, MiTek delivers software, services, engineered products, and automated solutions that enable the building industry to improve efficiencies by optimizing the balance between off-site and on-site. With nearly 5,600 team members worldwide, MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs, makes, and builds. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation. Learn more at www.mii.com.

Summary

Provide technical assistance to customers and internal users in support of the MiTek software suite. Answer questions or resolve software and related computer problems for clients and co-workers in person, via telephone or remotely. Assistance shall include installation, system configuration, network interaction, feature usage, enhancement needs and system behavior. Also responsible for performing second level support including: assisting in researching, troubleshooting, and resolving complex customer issues; Training on unfamiliar aspects of the software; Assisting in dealing with upset customers by joining the call or taking responsibility of the customer.

Job Responsibilities & Requirements

A Brief Overview

Provide technical assistance to customers and internal users in support of the MiTek Homebuilder software suite. Answer questions or resolve software and related computer problems for clients and co-workers in person, via telephone or remotely. Assistance shall include installation, system configuration, network interaction, feature usage, enhancement needs and system behavior. Also responsible for performing second level support including: assisting in researching, troubleshooting, and resolving complex customer issues; Training on unfamiliar aspects of the software; Assisting in dealing with upset customers by joining the call or taking responsibility of the customer.

What You Will Do

Research previous customer issues, Develop a method to isolate the variables of the issue and test those variables individually until finding the cause of the issue, Contribute and collaborate with those that focus in that area of the software or applications which includes Technical Representative III, Technical Representative IV, Product Managers, SQA, and Developers.Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities with in SalesforceResponsible for performing second level support duties for Technical Representative I. Second level support includes: assisting in researching, troubleshooting, and resolving complex customer issues; Training on unfamiliar aspects of the software; Assisting in dealing with upset customers by joining the call or taking responsibility of the customer.Research open, unsolved, and complex customer issuesDevelop a training curriculum, assemble training materials, construct, and maintain a set of data for training and hold training classesAs needed, work on assigned projects from Technical Support Manager or Technical Representative IV which require more time to resolveWhen needed works directly with Product Management and Software Development as part of a decision-making team to ensure proper correction of defects and implementation of enhancements into the software

Qualifications

Bachelors Building and Construction Technology required2+ Years of experience in troubleshooting, call center support, information technology requiredEquivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basisAble to perform mathematical skills such as calculating proportions, percentages, area, circumference, and volume and able to apply concepts of basic geometryAbility to read and understand prints and schematicsAble to use Microsoft Office Applications

Soft Skills

Language Skills

Must have strong communication and customer service skills. Need to be able to communicate effectively, both verbally and written, while assisting customers over the phone, email or in person.Ability to interact at a high level of professionalism.

Computer Skills

Strong SQL skills, with solid working knowledge of stored procedures with complex joins. The ability to write T-SQL queries and stored procedures against a SQL Server database.Experience with IIS .NET, JavaScript, PowerShell and PHPKnowledge of Residential Homebuilding preferred but not requiredIt is also helpful for the candidate to know Azure but it is not a requirement

Additional Requirements

5% Travel to customer sites to troubleshoot complex and in-depth issues, help the customer optimize and develop their manufacturing process and conduct training classes on new software and features for new and existing employees

Physical Demands

This role is performed in an office environment where a computer, telephone and other office equipment are used as needed to perform the duties of the role.

MiTek is an E-Verify and Drug and Tobacco-Free Workplace.

We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ethnicity, physical or mental disability, sex (including pregnancy, sexual orientation, gender identity or expression, or transgender status), age (40 and over), genetic information (including family medical history), veteran status, or any other protected characteristic.

For accommodation to assist with completing this application, please contact Human Resources at +1 314-434-1200.

www.mii.com