Careers — Arthur Ventures
Support Engineer at Total Expert
Eden Prairie, MN, US
The Support Engineer provides application and technical support to customers, answering complex questions on function and usage of the product via phone and internet. Support includes functional and program analysis, testing and debugging to resolve reported issues. This professional serves as the primary support liaison between the company and customers in a team-oriented environment.

Total Expert is focused on providing the first, fully integrated centralized platform for sales, marketing, and compliance professionals in the real estate and mortgage industries. We are a venture-funded, fast-growing, passionate SaaS start-up company that is out-innovating our competitors. We need someone who is motivated to move fast, think creatively and delivery quality.

Responsibilities:

Troubleshoot clients’ issues and address their questions on product usage via the phone and internet, focusing on product functionality, operating environments and system configuration.
Serves as primary support liaison between the company and customers, and documents incidents in required tracking systems
May be called upon to travel to customer sites, give training or presentations and manage critical situations
Proactively keeps customers informed of how and when problems are resolved with focus on retention and reference ability
Testing and troubleshooting including remote desktop viewing through tools such as GoToMeeting or Webex
Conveys customer feedback to product development staff
Will work with development and other departments, including sales, customer success, and finance to ensure proper handling of customer issues
Assists in testing and verification of fixes and new customer deliverables, reporting any anomalies to development
Participates in special projects providing support of new product installations and teaches other analysts products features, installation procedures, features of operating systems, improvements to existing processes and procedures
Promotes and maintains a high-quality, professional, service-oriented company image among users and team
Provides accurate accounting of work and time allocation
Partners with project management, providing on-site application assistance when requested
Provides educational instruction to new and existing customers as needed
Takes initiative to constantly develop skills in new functional areas of the product, operating in environments and latest technologies
Provides team mentoring and leadership, contributing to a positive team environment
Assists team members with complex and high severity problems providing guidance on problem resolution, demonstrating the ability to adapt to increasing workloads
Demonstrates flexibility in unstructured environments
Equally, participates in coverage of evening hours and weekend shifts via a rotation schedule. Shifts can be covered remotely or in office. Access to the internet will be required for remote coverage.
Required Skills:

May possess computer programming or software application coding skills
Demonstrates leadership abilities
Problem-solving and analytic skills
Proficient in writing, editing and communications skills
Highly advanced interpersonal and customer service/orientation skills
Proficient PC skills with knowledge of various software applications used for troubleshooting, call resolution and logging
Excellent time management, decision making and organizational skills required to ensure most effective and timely delivery of service to clients
Experienced in escalation management and negotiating/setting expectations for customers


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