Customer Support Engineer - Hardware/Software

Our client, a startup company in the beverage services industry, is looking to hire a junior level Customer Support Engineer to provide top notch service to their customer's having problems or issues utilizing their equipment. This is a 6-12 month contract with the potential to go perm. The engineer will provide remote technical support to Partners in all regions to include machine installations, preventative maintenance and troubleshooting problems related to any units in the field. The engineer drives to help achieve performance measurements (KPIs) for partner service and helps the organization meet related targets. In this role, you will: Fields all inbound email and phone support requests and triages to appropriate service teams. Keeps a detailed service log of all support tickets in order to chronicle the top field issues. Regularly monitors the Dashboard to ensure each partner is properly servicing their units. Responsible for other actions or deliverables as assigned by the manager or management. We are looking for someone who: Embodies the spirit of the compan and works at all times to delight customers. Takes the job seriously, but knows how to have fun and always brings a positive attitude to work. Able to think quickly and respond to critical situations in a thoughtful but urgent manner. Capable of understanding and troubleshooting complex technical problems over the phone and other remote technologies, offering solutions to Partners and customers. Has empathetic listening skills and is able to use root-cause analysis tools to help colleagues, customers, or partners troubleshoot and find solutions on pressing issues. Able to effectively document and communicate technical problems to management and engineering teams. Hands-on and has a bias towards action when considering how to complete a task or goal. Requirements (Technical & Physical) 1-3 years of experience in customer service, field service, operations or related field. Technical degree or vocational certification preferred. Prior experience in technical support at a tech startup or hardware company preferred. Has strong phone contact skills. Has an above average knowledge of mechanical, electrical, and software systems in order to understand customer needs from a technical perspective. Above average experience with Google docs and Microsoft Excel. Prior experience with Zendesk or other helpdesk programs a plus. This is a great opportunity to work with fast growing, fun company in downtown Boston. Interested candidates, please contact Brian at brian@pmopart.com or 978-852-7053.

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