Technical Support Engineer II

Technical Support Engineer II

THE BIG PICTURE:

Are you looking for a way to advance beyond your current support role or technology development position? Have you ever felt the urge to jump out of your org chart box to really make a difference? Do you get energized and challenged by juggling multiple releases, technologies, and customers in different time zones while keeping your hands firmly on the service excellence wheel? If you answered yes to any of these questions, this position with EMN8 may be the perfect fit for you.

EMN8 is focused on revolutionizing the fast/casual dining landscape by delivering solutions that enable consumers to connect to favorite brands using the latest self-service technologies worldwide. EMN8 offers an entrepreneurial environment where technology professionals thrive and where individual contributions and teamwork both really count. We are driven by excellence and our passion to deliver an innovative consumer experience leveraging the most current technologies available today for our customers. Our employees create and help shape this experience and cutting-edge technologies every day. If you want to work for a leading technology company that is setting the bar for industries to come, EMN8 is the place.

• Are you committed to delivering top notch customer service?
• Are you tech savvy?
• Do your communications skills include using positive language, listening and a calming influence, conflict resolution skills?
• Does your work ethic include – respect, demonstrated desire to be challenged, consistently exceeding expectations, highly supportive, timely follow-through, dedication to optimal results, and knowledge sharing?
• Are you bilingual in English and Spanish?

If you answered YES to all of the above, we will want to talk too you...

RESPONSIBILITIES:

• Respond promptly and thoroughly to automated alerts and support requests via phone, email and remote access
• Independently resolve technical and customer support issues and escalate cases when appropriate
• Collect data and document clearly and concisely all support issues in support database
• Coordinate with other functional groups as required to drive issue resolution of reported issues
• Install and confirm customer updates via remote access in a timely manner as required
• Follow-up to ensure issue resolution and customer satisfaction
• Create, edit and review technical knowledge base for use as part of issue resolution
• Provide valuable feedback on defects and enhancements to the Marketing, Product Management and Engineering teams
• Provide technical coaching of support staff
• Facilitate or lead team training and knowledge sharing on new product introductions, knowledge base development and troubleshooting skills
• Provide 24/7 on call support on rotation, including weekends and holidays as required
• Other duties as director or required

SKILLS & EXPERIENCE REQUIRED:

• Excellent customer service skills and great enthusiasm for helping customers
• 2-5 years previous experience in customer service/technical support environments
• Bilingual in English and Spanish
• Working knowledge in 4th GL languages and webservice technologies –i.e. Java/Visual Basic, HTML/PHP, XML/XSL
• Database knowledge – i.e. SQL, RDBMS
• Bachelor’s degree, preferably in a related technical field (Engineering, Mathematics, Computer Science)

Nice to Haves (will help you move to the TOP of the list)

• POS Systems experience a plus

What We Offer:

• Competitive base, Fortune 500 Company Medical, Dental & Vision Insurance; 529 College Savings Plan; Flexible Spending Account; Paid Time Off & Holidays; Short- and Long- term Disability; Education & Professional Development Assistance; Adoption Assistance
• Pre-IPO Stock Options
• Highly supportive team
• Dedication to knowledge sharing; smart, creative, innovative, results-driven colleagues – who really value your opinion.

EMN8 is proudly an Equal Opportunity Employer
Local candidates only. No relocation assistance provided. No visa sponsorship.
Principals only. No Agencies. No calls please.