ApplyDescription
Management Controls Inc. (MCi) is looking for an experienced Support Analyst to join our Customer Support team. In this role, you will provide Level 3 (L3) application and technical support, within SLA agreements, on MCi Suite of Products. The business is privately held, has been around for 30+ years, services most of the Fortune 100, and is experiencing exponential growth, which will last into the next decade. In addition to the normal tech company benefits like stocked kitchens, an in-house gym, bonuses, and flexible PTO, the company also offers 100% paid healthcare.
If you want to work in place that takes care of you and those you love, values creativity, learning, and individual contribution think about joining the team.
Written and verbal bilingual English and Spanish is a requirement for this position. Management Controls is headquartered in Houston, TX. This position is working in the Houston office on a hybrid schedule 3 days/week.
Duties and responsibilities
- Support Track customers on application and technical issues including problems related to enterprise configuration, installation, application interfaces and Track functionality
- Serve as a SME and an escalation point for support tickets
- Assist L1 and L2 Support Analysts and provide guidance on issues resolution and/or client communications
- Take proactive and aggressive actions to resolve issues and communicate updates, statues and solutions back to customers
- Respond to requests and inquiries from clients within the pre-determined timeframe of our service level agreement (SLA)
- Investigate and resolve problems related to installation and operation of Track software
- Identify solutions to work around open issues or problems under investigation or pending resolution
- Document and track case histories, issues and actionable steps taken within the Support tool
- Proactively take ownership of issues by exerting proper due diligence and follow-through with applicable MCi teams to communicate the accurate ticket status to customers on a timely basis
- Responsible for assigned customers for providing support of tickets and providing excellent customer service
- Actively engage and troubleshoot Sev 1, Sev 2 and other critical issues and provide updates/feedback to the Customer Support Manager and customers
- Groom, develop and mentor L1 and L2 Support Analysts by sharing process and troubleshooting knowledge and experience
- Assist in identifying and implementing areas of improvement within the Support Team, Customer Success and across departments, as applicable
RequirementsQualifications include:
- Bachelor’s degree in a technical or business-related field preferred
- 5+ years of experience supporting IT and business applications, preferably in the SaaS industry
- Basic to moderate understanding of ERP and application interfaces, including WebServices
- Strong knowledge of Windows operating system and SQL
- Moderate to deep understanding of .NET applications and functionality
- Experienced at troubleshooting application related problems
- Moderate expertise with Crystal Reports and Exago Business Intelligence reporting tool a plus
- Proficient in English and Spanish (spoken and written)
- Effective communicator, especially as it relates to explaining the root cause of issues
- Teamwork and team player
Soft Skills:
- Strong problem-solving skills
- Effective communication skills to all levels of an organization
- Strong interpersonal and customer service skills
California applicants: please see our privacy notice here.
