As one of the founding dedicated Technical Support Engineers, you will oversee issues in all support tiers and play a key role in shaping Orb’s Support Team and overall customer experience. You’ll address issues raised through various channels like Slack and email, be a linchpin in the feedback loop to our Product organization, and be a key interface for production issues with our Engineering team.
Supervises a team of Coordination Managers, Coordinators, and other service delivery personnel, ensuring efficient service delivery processes and maintaining high standards of customer satisfaction. This role involves technical tasks, including the execution of technical work orders, support of technical infrastructure, and team supervision. Additionally, the manager acts as a liaison between technical teams and operations, optimizing processes and resolving technical issues to ensure smooth operations, all while adhering to PMO standards and methodologies.
You will be working on answering support requests from potential customers to setting up a local proxy to debug outgoing Web3 requests. Responsible for ensuring that we provide resolutions to customers quickly and translate customer hardships into actionable items for our developer team to fix. You will be crucial in debugging the core issues customers are having.
Provide comprehensive support to end-users and managing network operations within customer environments. Handle a variety of tasks, from resolving workstation issues and performing basic server and network administration to managing and supporting Microsoft 365. Assist with user administration, configure new workstations and peripherals, address security concerns, manage software updates, and offer technical guidance.
As a member of the Managed Services team, the Dynamics 365 Finance and Operations Supply Chain T&L Support Consultant will help MCA Connect deliver world-class customer service. The Support Consultant will own the issue and work with customers, partners, and team members until resolution is delivered. The T&L Support Consultant’s primary focus will be assisting customers with various modules.
The Service Desk Specialist's role will utilize advanced troubleshooting knowledge to quickly and effectively resolve client computer and account-related issues. This involves receiving new and escalated requests, prioritizing, documenting, and actively resolving end-user help requests. This particular role will help to cover our weekend support, working two 12-hour shifts on the Saturday and Sunday, and two 8-hour shifts on Monday and Tuesday.
In this role, you will work closely with business stakeholders, solution architects, and the development team, developing an understanding of clients’ needs and project managing bespoke implementations. You will configure and customize Salesforce Sales and Service applications, manage vendors, and work with in-house developers to deliver custom integrations, ensuring a smooth transition for end users.
Serve as a Requirements Analyst for the Defense Logistics Agency (DLA) DAAS D-BX Implementation, responsible for capturing, validating, and managing system requirements throughout the software development lifecycle; work closely with stakeholders to ensure operational and application needs are accurately documented and translated into clear, actionable requirements for development teams; facilitate communication between business users and technical staff, ensure requirements traceability, and confirm that delivered capabilities align with user expectations.
Front line phone support for Customers, Field Engineers, and Sales Professionals ensuring customer satisfaction by understanding their needs and environment to resolve Tier 1 customer issues. Accurately document reported complaints within CRM database, make recommendations to improve team efficiency. Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone and provide onsite support as needed.
Support users by managing your support queue and providing timely, clear communication via support tickets, forum interactions, or direct engagement with our Enterprise customers. Troubleshoot and resolve issues, identifying bugs or technical problems and delivering solutions where possible. As needed, escalate complex issues to the Internal teams.