Technical Support Engineer I

As a full-time Technical Support Engineer (TSE), the TSE would be responsible for troubleshooting technical issues for Transacts client base. In doing this, you will be interfacing with our clients via phone or online. Candidates will possess strong customer services skills, troubleshooting skills and be able to communicate well with customers and co-workers. Receives and records incident related information using a variety of tools, techniques and procedures. Conducts analysis, gathers information (i.e. click steps, logs, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems. Troubleshooting with tools and techniques, including network analysis through Wireshark (or equivalent), Microsoft Windows Server analysis using built-in and third-party tools, Oracle database analysis, and Microsoft Internet Information Systems analysis, and more. Collaborate with teams as needed to resolve client issues and request enhancements for our products. Maintains customer relationships by handling their questions and concerns with speed and professionalism. Establishes priorities and communicates effectively with clients. Overcomes constraints to resolve client issues and meet established deadlines. Actively contributes to a knowledge base that improves the effectiveness of the team, and information available to our clients. Communicate with product teams on customer feedback and help develop longer-term improvement options. Acting as primary contact for assigned clients with respect to product company performance and operational processes