ActivTrak is a comprehensive cloud-based analytics service that allows businesses to gain insights on and improve employee productivity. As a freemium service easily installed on an employee's desktop to measure activity, the ActivTrak platform provides valuable aggregate data on a company's day-by-day performance, with information displayed on an easy-to-manage dashboard. The company's software is easy to install and data transfer is encrypted, ensuring protection and security.
The Position & Responsibilities:
As a Technical Support Engineer, you play a crucial role in ensuring ActivTrak's customer success. Technical Support Engineer responsibilities include managing the technical relationship between ActivTrak and customers. As a trusted advisor, the TSE will manage the technical and product knowledge to guide customers in the successful deployment and use of ActivTrak products. Successful candidates will have an excellent technical and software foundation, as well as, experience in a customer-facing role. This is a tier-two position with the expected salary to be between 55k - 65k based on experience. Candidate should have 2- 3 years of experience. Working hours are 8:00am - 5:00pm CST.
Skills & Experience:
Strong written and verbal communication skills
Strong teamwork and collaboration skills
Passionate about improving the customer experience. Finds new ways to elevate the typical “break-fix” TSE role into one of customer advocacy, product improvement ideation, and identifying internal process improvements
Troubleshooting ferocity and the ability to find solutions to customer problems, an unwillingness to compromise, grit to stay with an issue until it’s resolved
Experience with structured query language, including writing select and join queries
Understanding of JSON and how to send payloads to target endpoints via webhooks is a plus
Ability to accurately and consistently update customer records and the reporting of software defects
Why Should You Apply?
Foundational member of the Technical Support Engineering organization
Advancement based on skill development, not tenure
A dedicated team of peers and leadership
Opportunity to work with and learn from a group of diverse and talented individuals with different backgrounds and cultures
Position located in Austin or Dallas, TX (locations remote during COVID-19)
Also offered as a remote position (U.S.)
Limited physical demands
Moderate noise level
ActivTrak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ActivTrak does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, or age.