Technical Product Support Tech I

Woolpert - Dayton, OH

Full-time - Entry Level

Dayton, OH

Professional, Scientific, and Technical Services

About the position

The Technical Product Support Technician I at Woolpert, Inc. is responsible for providing software support to clients of the Data Cloud Solutions (DCS) team. This role involves becoming an expert in the company's products, user experience, configurations, and workflows. The technician will handle initial ticket investigations, gather information, document issues, and resolve or escalate complex problems while ensuring adherence to service level agreements. The position requires daily monitoring of client environments and collaboration with senior support members.

Responsibilities

• Become an expert in user experience, workflow, and configuration options for company products.
• Perform daily monitoring and assessment of client environments to ensure services are running properly.
• Document and report issues discovered during daily monitoring.
• Complete checklist documentation and create tickets for issues found.
• Attend daily team stand-up meetings and collaborate with other support team members.
• Actively participate in mentorship and lead customer meetings.
• Establish and complete learning and development goals.
• Ensure adherence to company directives and accomplishment of stated goals.
• Act as the first point of contact for customer support issues via helpdesk.
• Perform initial ticket hygiene and client response.
• Open tickets on behalf of customers and monitor the queue for incoming tickets.
• Respond to customer inquiries and remotely connect to client environments.
• Request documentation from clients for reported issues and investigate, resolve, and document issues according to service level agreements.
• Compare settings from working environments to identify differences causing reported issues.
• Provide initial analysis and documentation of troubleshooting steps taken and status updates to customers.

Requirements

• 0-1 years of experience providing software support via ticketing systems and/or phone for installations.
• Technical aptitude and knowledge of standard IT hardware and equipment.
• Knowledge of operating systems and system administration, including file directories, ownership, sharing, and secure network protocols.
• Knowledge of virtualization and cloud computing.
• Understanding of security issues related to confidentiality and integrity.
• Ability to work with VPN and Remote Desktop Protocol.
• Proficiency in Structured Query Language (SQL) and various programming languages, with SQL training required for those lacking proficiency.
• Ability to diagnose and solve application issues and provide excellent customer support in technology.

Nice-to-haves

• Knowledge or expertise in Mass Appraisal, County Auditor/Assessor, or Treasurer office.
• Experience training or making presentations to clients.

Benefits

• Remote work options
• Learning and development opportunities
• Mentorship programs