Technical Support Analyst

This is a hybrid position. 3 days (Mon, Tues, Wed) onsite at our Milwaukee or Franklin, WI office.

Job Title : Associate Support Engineer I

About the Role :

To support our growing team, we are looking for an Associate Support Engineer to work with our Field Experience team.You're the right fit if you love to solve problems and are always striving to learn new things. We're looking for self-motivated and self-driven engineers who are passionate about what they do and love technology.

As an Associate Support Engineer (PX- Planning Experience Tier 1), will be directly supporting the Field Experience as it relates to the Complex Planning Experience platform. In addition to being a voice of the user across the Planning Expereince Platform team, You will be working directly with a wide variety of field and Home Office users, both helping to resolve their technical questions and issues and to help them use PX to maximize their effectiveness, efficiency, and productivity.

Key Responsibilities :

• Uses knowledge of PC, mobile devices, hardware, software configurations, operating systems, and LAN to resolve technical environment issues and provide implementation support to effectively support our customers. Provides omni-channel technical support (Home Office and Field) in a fast-paced, high-pressure environment while multi-tasking (e.g. two simultaneous chat windows) and / or reprioritizing efforts as needed.
• Performs initial client experience consultation to include Applying functional / technical knowledge for problem / issues analysis, use of software tools to assist in developing solutions, and test fixes to resolve first action whenever possible.
• Seeks more complex assignments and issue resolution to gain experience in becoming a cross-functional technical subject matter expert in both Field and home office technology support.
• Identifies process / service improvement ideas with a continuous learning and improvement mindset. Partners with more experienced team members to help drive innovation and idea implementation where possible.
• Ability to establish strong interpersonal relationships with internal and external teams. Participates in temporary project / support assignments as needed.
• Leverages experience, existing communication channels, and knowledge management to execute processes and resolve issues while exciting and level-setting clients about the technology environment. Offers ideas to enhance client experience

Desired Qualifications and Skills :

Skills-Proficiency Level :

Agile Methodologies - Basic

Communication - Intermediate

Cross-Functional Partnerships - Basic

Customer Advocacy - Basic

Customer Service - Intermediate

Engineering Practices - Basic

IT Service Management - Basic

Monitor System Performance - Basic

Programming Languages - Basic

Software Engineering - Basic

Technical Problem Solving - Intermediate

Technology Platforms - Basic