Hexagon

Support Engineer I

US-AL-Huntsville
Req# ID
2017-3594
Division
Hexagon Safety & Infrastructure US
# of Openings
1
Category
Customer Support/Technical
Relocation
No

Overview

Hexagon Safety & Infrastructure provides mission-critical and business-critical solutions to governments and service providers. A global leader, proven innovator, and trusted partner, our software and industry expertise help improve the lives of millions of people through safer communities, better public services, and more reliable infrastructure. Visit hexagonsafetyinfrastructure.com.

 

Hexagon Safety & Infrastructure is part of Hexagon, a leading global provider of information technologies that drive quality and productivity improvements across geospatial and industrial enterprise applications.

 

Hexagon’s solutions integrate sensors, software, domain knowledge and customer workfl ows into intelligent information ecosystems that deliver actionable information, automate business processes and improve productivity. They are used in a broad range of vital industries.

 

Hexagon (Nasdaq Stockholm: HEXA B) has more than 18,000 employees in 50 countries and net sales of approximately 3.1bn USD. Learn more at hexagon.com.

Responsibilities

The Customer Support Agent will support our Public Safety mission-critical software applications and be the primary liaison between our end users and our product development organizations.  He/She will have a keen understanding of Hexagon’s product offerings, be able to investigate, diagnose, and solve complex technical problems while communicating our value to the U.S. Public Safety industry.  Some of the responsibilities include the following:

 

  • Provide high-quality phone, web, and email support for our U.S. and Canadian Customers
  • Perform extensive troubleshooting of key software and hardware components
  • Be able to replicate complex customer issues
  • Take ownership of technical incidents and coordinate resolution with services or product development teams when necessary
  • Train customers in system operation and software functionality
  • Keep abreast of new company products and services
  • Utilize social media to respond to customer complaints and praise
  • Contributes to team effort by accomplishing related results as needed
  • Perform other reasonable and related duties
  • The Company reserves the right to change duties at any time

Qualifications

  • Associate’s or Bachelor’s Degree in MIS, CIS or other related Technical field
  • Two to four years of business and/or customer service experience is a plus, but not required
  • Experience in providing customer service support
  • General technical knowledge of Microsoft products and technologies including Windows Servers and SQL databases
  • Readiness to learn new technologies at lightning speed
  • Commitment to providing an exceptional experience to our customers
  • Ability to work a flexible schedule or be on-call on a rotating basis
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Ability to comprehend the Hexagon Public Safety product line and to communicate our value proposition to prospects and customers
  • Experience with meeting goals and objectives
  • Excellent presentation skills, verbal and written communication skills, and interpersonal skills
  • Proficient in using Microsoft Office Suite applications
  • Highly organized and attentive to detail
  • Training will be provided; however any advance experience in Salesforce and Oracle’s Siebel is a plus

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