Code Corp
  • 14-Apr-2017 to 13-Sep-2017 (MST)
  • Customer Service
  • Draper, UT, USA
  • Salary
  • Full Time

All


At Code the Technical Support Engineer is both technical support representative and application engineer.  Our goal is to solve problems effectively and quickly, saving our customer's time and money.  This often requires our Technical Support Engineers to respond proactively to web and email inquiries with a phone call.   The call is Code's opportunity to strengthen the relationship by solving the problem in cooperation with the customer, immediately.   Relationship building is Code's competitive edge.  The Technical Support Engineer also has a wide range of duties which will include the development of solutions for various customer use case scenarios.  Technical Support Engineers are extremely creative problem solvers in serving present customers.  They are also extremely creative and valuable in recommending solutions that win Code new customers.  The Application Engineering team, next to the Sales team, is the face of Code!

 

  • Responsible for the processing of all incoming customer support requests whether by phone, email or on-line inquiry and in a timely manner. 
  • Responsible for the documentation and processing of all incoming requests through Salesforce cases.
  • Responsible for troubleshooting, diagnosing and resolution of support inquiries via outbound telephone contact where appropriate (remote recovery). 
  • Projects a professional, positive and helpful image to customers and co-workers in all forms of communication.
  • Responsible for confirmation of customer warranty status based on database records.
  • Responsible for processing of return material authorizations from opening to close including customer follow up in return of product.
  • Responsible for processing and troubleshooting returned items for quality reporting. 
  • Responsible for the processing and development of solutions for customer support issues including Java Script customizations, firmware and other upgrades as well as licensing and other support solutions.
  • Responsible for keeping informed on and for promoting Code's on line tools available to customers. 
  • Responsible for the support of sales staff inquiries, use case and solution analysis, recommendation and demonstration where required. 
  • Responsible for staying informed on all quality alerts and issues.
  • Responsible for the coordination of custom development requests with other Code departments to insure customer specific product requirements.  This may include interaction with Engineering, Operations, Quality, Sales, Management and other departments. 
  • Responsible for the proper use of databases:  Salesforce, Epicor, Sharepoint, Customer Code, Bugzilla, Code's Configuration Generator, Java Script App, SVN, License generator and any other Code databases.
  • Responsible for maintenance and progression of personal skills as demanded by Code's marketplace.   This includes such technologies as Java Script, iOS, Android, Windows, Communication Modes, Code Specific Programming (method/syntax). 
  • As a team member, responsible for open communication with other Application Engineers in solution development and education.  
  • As a team member responsible to assist the department in achieving assigned Quarterly and Yearly Goals which will include customer satisfaction survey, case time duration and quality goals. 

 

QUALIFICATIONS

 

  • Technical support and troubleshooting experience in both email and telephone service environments. 
  • Application engineering and development of an intermediate level.
  • Java Script.
  • Computer Hardware and communication modes.
  • Intermediate level programming.
  • Ability to multi-task. 
  • Excellent verbal and written communication skills.
  • Team member experience.
  • Ability to travel when necessary.
Code Corp
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