Technical Support Engineer

Who We Are

CBORD and Horizon are the world’s leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth is directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.

Salary Range: $25-$27 an hour

What You’ll Be Doing- Overall Job Description

The Technical Support Engineer is a vital member of our Support team, dedicated to providing tier I technical and application support for CBORD solutions. Our focus is on ensuring an exceptional customer experience by swiftly resolving issues.

What You’ll Be Doing

• Issue Ownership: Take full responsibility for customer-reported issues, ensuring they are resolved in a timely and effective manner.
• Problem Solving: Research, diagnose, troubleshoot, and identify solutions to resolve system issues, which includes interacting with customers to understand the problem thoroughly.
• Escalation Management: Follow best practices for escalating unresolved issues to the appropriate internal support team resources, with detailed case notes that outline troubleshooting steps and results.
• Customer Communication: Maintain regular communication with customers to keep them informed of the status and progress of their case.
• Documentation: Maintain detailed documentation of all issues and resolutions in case notes and contribute to a growing knowledge base that helps in faster resolutions of future problems.
• On-Call Support: Participate in on-call rotations, providing support for critical issues outside of standard business hours.
• Continuous Learning: Actively engage in learning new technologies and product updates to improve problem-solving capabilities.

What You’ll Bring to the Table

• Technical Expertise: Fundamental knowledge of Windows, PCs, SQL, networking tools like Wireshark, various operating systems, databases, and software applications.
• Problem-Solving: Strong logical problem-solving abilities.
• Time Management: Demonstrates a strong ability to manage time methodically, plan tasks thoughtfully, and prioritize actions strategically, with an openness to adopting new strategies as needed.
• Communication Skills: Strong communication skills with a collaborative spirit.
• Team Collaboration: Works effectively within a team.
• Customer Service: Strong grasp of customer service principles demonstrating urgency in customer issue resolution.
• Professional Development: Actively seeks opportunities for growth.
• Education: Degree beneficial but not required.
• Experience: 2+ years in customer-facing Technical Support environment

What’s Good to Know

• Eligible for over-time on an as-needed basis.
• Excellent career development opportunities.
• Occasional travel may be requested (DREAMstart, team meeting), less than 10%
• Fulfillment of government security clearance application process may be required.

Who You’ll Work with

• Other support services team members.
• Customer system administrators, end users, and IT staff.
• Cross-functional team members including Professional Services, Development, Product Management.

Why Join the CBORD Horizon DREAMteam?

DREAMteam (how we refer to all of us) You’re engaged and self-motivated. You think like an entrepreneur, constantly driving improvement and innovation. You act as a change agent. You’re a team player contributing to a collaborative and diverse work environment. We question the status quo and so should you. You are accountable and focused and take smart risks. You’re an extension of our talent acquisition team – always scouting top talent to join our team.

Staying Healthy

• Eligible team members have access to a robust health insurance plan on their first day of employment.
• To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year.
• Access to an Employee Assistance Program.

Enjoying Time-Off

Eligible team members are granted with the following paid time off annually:

• Vacation: 15 vacation days; pro-rated during the first year
• Holidays: 10 paid holidays each year
• Sick Time: 5 sick days
• Personal days: 3 personal days; pro-rated during the first year

Planning for the Future

• Employer paid Life Insurance / AD&D / Short-Term Disability Insurance
• Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
• Access to FSA Plans & Commuter Benefit Plans
• 401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay. Fully vested on day one.
• Access to the Roper Employee Stock Purchase Plan
• Paid Parental Leave Program

Make an Impact

• DREAMcares(The Company’s outreach initiative to support our extended community): Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization.

Apply and Join the DREAMteam