Aclara

Technical Support Software Engineer

US-MO-Maryland Heights
Job ID
2017-1545
# of Openings
1
Category
Customer Service/Support

Overview

Come work with us on the cutting edge of technology and be part of a dynamic and rapidly
growing organization!
 
ACLARA understands that a quality team will help us lead the way. We provide an environment that supports professional growth and opportunity for advancement and we offer competitive benefits such as medical, dental, vision, flex-spending, 401k, tuition reimbursement, vacation, holiday and PTO.
 
As the leader in smart grid technology and service, Aclara integrates modern communications, electronics and analytics for use by utilities to increase data gathering that enables more refined control, management and automation in efforts to improve efficiency, reliability and overall performance of electric, water and gas networks.

 

The Technical Support Software Engineer (TSSE) provides support to Aclara Customers by engaging with them to realize the full performance and value of Aclara's software applications within their organization. The TSSE will gain a thorough understanding of the design and operation of Aclara's systems and will provide assistance in implementing, testing and training on our software to ensure our Customer's success with Aclara products. The TSSE will need to carry out their job functions in a fast-paced, team-oriented environment with other members of Aclara’s Customer Service department as well as peripheral groups.

Responsibilities

Essential Functions:

  • Provide support to Aclara Customers on incoming phone calls and e-mail requests in an expedited fashion; generate tickets in Aclara’s case management system for these requests.
  • Identify special-need situations with Aclara Customers based on experience and patterns/frequency of incoming Support requests.
  • Ensure compliance in meeting Aclara’s maintenance agreements through timely response and issue resolution.
  • Keep detailed activity (e.g. calls, comments, knowledgebase articles) on support cases up-to-date within Aclara’s Customer Relationship Management (CRM) system.
  • Provide Aclara Customers with remote and field support of Aclara products.
  • Perform initial installation and functionality testing on new versions of Aclara's software products.
  • Provide training as necessary to internal and external customers.
  • Coordinate and communicate Customer concerns and quality problems to Manager/Supervisor.

Additional Responsibilities:

  • Share knowledge with the team on new and innovative processes or resolutions to improve support and customer satisfaction.
  • Support Engineering during development of new products with testing and analyzing data.
  • Assist customers with on-site support during the initial startup and deployment phase of their system.
  • Assist in developing documentation and test plans related to Aclara products.

Qualifications

Knowledge/Skills/Abilities:

Required

  • Bachelor’s degree in an engineering or information technology field.
  • Two or more years of customer interfacing experience.
  • Four or more years of technical support experience.
  • Computer experience with standard office productivity products such as Microsoft Word, Excel, Access and PowerPoint is required.
  • Advanced written and verbal communication skills.
  • Ability to operate in a fast -paced atmosphere.
  • Able to meet deadlines and thrive in a constantly changing and fast-paced work environment.
  • Outgoing, personable, and enjoy working directly with customers.
  • Ability to communicate detailed technical information to an audience with various levels of technical understanding.
  • Self-motivated and able to work effectively alone as well as part of a team.
  • Good research and analytical skills required to lead or assist in investigating problems.

Preferred

  • Experience working with electric, water, or gas utilities.
  • Installation and deployment of software packages.
  • Experience in the following items is desirable:
    • Microsoft and Microsoft Server O/S
    • Oracle
    • SQL Server
    • UNIX/Linux

Affirmative Action and EOE

Aclara is an Affirmative Action and Equal Opportunity Employer of minorities, females, veterans and individuals with disabilities, regardless of sexual orientation or gender identity.

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity, disability status, protected veteran status or any other characteristic protected by law.

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