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Computing That Serves

Application Support Engineer

Type of Position: 

Part-Time (off campus)

Application Deadline: 

Monday, December 31, 2018

International Students: 

No

Job Description: 

Application Support Engineer
Tech Footing, LLC

Based in the Detroit Michigan suburb of Troy, Tech Footing, LLC is a privately-held and -financed software and solutions provider specializing in hosted and installed business software solutions.
 
We are currently seeking an Application Support Engineers to work from home on a contract basis for 15-30 hours per week.

As a member of our support team and quality assurance, you will:

  • Handle and resolve technical support issues for current and potential customers via phone and email. 
  • Log all reported issues in the support database maintaining current, complete, and accurate information.
  • Document all communications, actions, and status relating to technical support issues within the support database.
  • Provide clear, concise, accurate and frequent communications with customers regarding their support issues, software, and services ensuring customer’s high satisfaction for the software products they've purchased and the services provided.
  • Develop and maintain expertise in all Tech Footing products and services, and the technologies used to develop and deliver the software.
  • Reproduce issues, perform technical research, and resolve complex technical support issues, and follow escalation processes to achieve timely resolution.
  • Perform software testing to ensure software changes will meet client and market requirements and prepare to support new products or enhancements.
  • Contribute written articles to the support knowledge base and/or documentation for customer and internal use.
  • Meet all technical support service levels for response time, frequency in communicating status of open issues, and prompt resolution.
  • Maintain high levels of customer satisfaction, resulting in high support renewal rates and minimal re-opened issues.
  • Contribute to the improvement of products and service processes.

 
The ideal candidate will have:

  • A quiet working environment at home.
  • A reasonably fast computer running Windows 7 or newer with 4GB RAM or more and plenty of available disk space.
  • A high-speed internet connection that does not block non-standard ports required for voice over ip and for accessing computers remotely.
  • Configurable router so specific voice over ip ports can be routed.
  • Outstanding English verbal and written communication skills and proven ability to develop good working relationships with end users and coworkers.
  • Friendly, patient, courteous, and diplomatic demeanor with end users during difficult situations.
  • Strong issue tracking, organization, and problem solving skills.
  • Experience with Windows 7 or newer (client) and/or Windows 2008 or newer (server)
  • Experience supporting applications (preferred).
  • Demonstrated ability to problem-solve complex technical issues requiring in-depth research and analysis.
  • Genuine interest in helping people within a highly technical context.
  • Attention to detail in handling and tracking technical issues.
  • Ability to handle multiple technical issues in an organized and competent manner.
  • Ability to work independently with minimum supervision.
  • Ability to work well within a technical team requiring coordination with other departments including developers, software sales, professional services, and product management.

 
Candidates with ability to work 15+ hours per week during business hours (Monday-Friday, 8am-6pm) will be favorably considered.
 
For confidential consideration, please e-mail your resume with hourly pay requirements to: jobs@techfooting.com with subject “Application Support Resume Submission”.  While we cannot respond to all applications we will review your resume shortly after it is submitted.
 
 
Agency Notice: All job postings by Tech Footing, LLC are intended to provide information for job seekers and should not be viewed as a request for recruiter assistance. Any resume submitted to Tech Footing, LLC that is unsolicited will be considered gratuitous of the sender and will not be subject to finder's fees

Company Info

Company Name: 

Tech Footing, LLC

Company Location: 

Work From Home
Contact Information

Contact Name: 

John Marshall

Contact Email: 

Contact Phone: 

248-284-2620

Other Accepted Majors: 

Computer Science minors
Information Systems
Information Technology

Application Email: 

Desired Graduation Date Range: 

December, 2017 to April, 2019