TruckTrax Customer Service Engineer

Job Summary

The Customer Service Engineer primarily focuses on the TruckTrax Technical Support team, where you will be the first line of support for troubleshooting technical issues, supporting release deployments to clients, and escalating urgent problems requiring more in-depth knowledge to appropriate internal resources. In addition, you will create test cases and execute test procedures on the software product under development. Logging defects and ensuring software meets the acceptance criteria of the end user and reviewing documentation for accuracy and completeness will be a regular part of your work week as you provide a direct voice of the customer.

Benefits

At CalPortland, we’re proud to offer a comprehensive, competitive benefits package that provides health and financial support to our most important resources: our employees.  Your benefits are an important part of your overall compensation at CalPortland. That’s why we give you a wide range of benefits to choose from.  All regular full time employees may enroll in a variety of health and welfare plans including medical, dental and vision plans.  Other benefits include life insurance, disability coverage, employee assistance program, and retirement program.  The company also has a variety of voluntary benefits for employees to choose from.

Compensation

$80,000 - $95,000/year

Responsibilities

• Answer support emails and phone calls within our stated Service Level Agreement (SLA) and set target goals for improved responsiveness.
• Act as a subject matter expert in the operation of our TruckTrax software suite in support of the bulk materials businesses we serve.
• Provide business and technical solutions to help customers optimize the use of the TruckTrax software modules.
• Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our issue tracking system.
• Use remote desktop connectivity to manage virtual servers internally for testing, and when helping clients.
• Establish strong relationship with Product Management, Engineering & Operations.
• Maintain ownership of issues until resolution, drive other team members as needed and set/achieve customer expectations.
• Perform problem characterization, reproduction, diagnosis, and root cause analysis as needed.
• Partner with Engineering and Management personnel to prioritize the escalations as necessary.
• Write test cases and participate as part of the agile team in verifying the functionality of the product is meeting the Acceptance Criteria.
• Share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
• Translate issues into future product requirements by working with product management to add enhancements.
• Perform testing and validation of new software builds.
• Prepare accurate and timely reports to management.

Education

Associate or BS in Computer Science or related major, or equivalent experience.

Requirements/Qualifications

• Excellent interpersonal, telephone, customer service, time management, and decision-making skills are essential to develop and maintain excellent customer relationships, work with the TruckTrax development team to consult or resolve issues, and contribute to making our products best-in-class.
• Ability to sit and/or stand at a desk and work on a computer for most the day.
• Strong verbal and written communication skills as you will be on the phone with customers frequently during the day.
• Highly organized, self-starter, ability to multi-task.
• Ability to take directions and complete the tasks assigned by the deadline.
• Comfortable troubleshooting software application problems.
• Ability to install applications like SQL Server, Service packs and patches on a Windows Server.
• Demonstrated proficiency with Microsoft Office applications 
• Ability to validate a new software build for deployment into a staging environment for client testing, and eventually releasing it to production..
• Experience in writing SQL queries.
• Experience in configuring and validating a web server on Microsoft IIS.

Conditions of Employment

Successful candidate must submit to post offer pre-employment physical examination, drug/alcohol screen and background check.  Some positions require FMCSA regulated on-going drug and alcohol testing.

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