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Technical Support Specialist I (Remote Position)

Full Time
  • Full Time
  • Dubuque, Iowa, United States [Telecommute]
  • Cartegraph profile

Website Cartegraph

WHO WE ARE

Optimize Your Buildings and Infrastructure with Cartegraph.

Cities and Counties. Colleges and Universities. Parks, Utilities, Commercial Campuses, and More.

Cartegraph builds safer, more resilient, and more sustainable communities through better stewardship of buildings and infrastructure. We design, build, and sell powerful, intuitive software solutions that help local governments, utilities, universities, and commercial campuses manage their physical assets and associated operations. With Cartegraph, users optimize the performance of their assets, drive efficiencies, maximize resources, and reduce costs through smarter, data-driven decisions.

JOB SUMMARY

This entry-level position requires a detailed and task-oriented applicant who can provide software application support to end-users via telephone, email, or remote PC support technology and deliver web-based training sessions to our customers.

THE WORK YOU WILL DO

  • Receives telephone calls, emails, or chats from users having problems using Cartegraph software or inquiring how to use the software.
  • Talks to users to learn procedures followed and source of error or confusion. Answers questions, applying knowledge of computer software, hardware, and procedures. May refer complex cases to a team member or to a level 3 support group for assistance.
  • Delivers training sessions to clients via the Internet.
  • May interact with Technical Consulting and Product Development to explain software errors or to recommend changes to programs.
  • May attend internal training sessions on products and may provide assistance and/or input for Product Development of user manuals for these products.
  • May develop, write or revise user training materials and procedures.
  • May test software to uncover defects and to evaluate the ease of use.
  • Attends team/departmental meetings as scheduled.
  • Performs any appropriate duties assigned by management.
  • Stays current with technology and works toward continuous quality improvement.
  • Complies with all company policies and procedures.

Requirements

WHAT YOU BRING TO THE TABLE

Skills and Attributions

  • Ability to evaluate issues and accurately determine if additional resources are required for resolution.
  • Demonstrated ability to troubleshoot, yet openly seeks expert advice when appropriate.
  • Effective listening skills with customers and understand initial needs.
  • Ability to effectively support Cartegraph features for products at the “Developing” level
  • Sense of urgency when working with customers and responds to clients in a timely manner.
  • Demonstrated proficiency in verbal and written communication skills.
  • Ability to communicate some technical information to clients and meet client expectations on support delivery.
  • Demonstrated characteristics of honesty, integrity and respect for team members.
  • Demonstrable growth and/or competency in all disciplines at the “Developing” level

Education and Experience

  • Four-year degree in applicable field or two-year degree with at least 2 years of experience with computer software support, training and/or installation required.
  • Self-motivation in learning and expanding technical skills.
  • Basic knowledge of operations management software and concepts
  • Baseline knowledge of industry and how it relates to software
  • Competency with basic tools (i.e. layouts, filters, basic report design, asset and new structure creation, security users and roles)

TRAVEL

Minimal travel, up to 10% required.

Benefits

We tried to narrow down to just 5 reasons to work here, but it was impossible.

  • Opportunities to apply your skills and experiences with an established industry leader
  • Options to grow your career with Cartegraph’s Career Pathing program
  • Collaborative work environment
  • Co-workers with a passion for what they do
  • Casual and flexible work environment
  • Competitive pay and benefits
  • 15 days of PTO in just your first year (whoa)
  • Paid parental leave
  • Wellness & EAP Program
  • One week sabbatical every five years
  • Paid holidays (plus a couple extra days)
  • 401k plan with generous employer match
  • Social events, coffee and snacks, foosball, and more…

Learn more about working at Cartegraph and our Midwest-Nice culture:

Cartegraph’s Culture Video

https://www.glassdoor.com/Overview/Working-at-Cartegraph-EI_IE335255.11,21.htm

In our efforts to recruit those who will elevate our success and ensure a proper career fit, we have a multi-faceted application process. As a part of our process, we invite you to complete the Culture Index Survey. The survey contains two questions and should take no more than 10-15 minutes. If you have questions, please contact pc@cartegraph.com.

Cartegraph is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and do not tolerate discrimination of any kind. If you are unable to complete our online employment application or require an accommodation to do so, please call 563-587-3366 for assistance.

Let us apply for you (from 10$)

To apply for this job please visit apply.workable.com.