Tech Support Engineer

About Us MCE is an Israeli based Software company that has contracts worldwide with Telecommunications companies to provide Device Lifecycle Management and Mobile Care Software, supporting mobile devices through their entire lifecycle using an Omni-Channel approach. What You’ll Do Provide technical support for customer problems, incidents, issues, requests. Liaise with other support and product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. · Respond to customer calls/emails for Service Requests and Incidents · Respond to system alerts and escalate as required · Record activities in the Operations turnover log and track all problems as reported. Be willing to learn how to evaluate, troubleshoot, and follow-up on customer issues. Coordinate with the development team to provide as much detail as possible on any software issue Update and maintain helpdesk application tool through input of resolutions to issues and/or tracking of issues. Monitor the successful resolution of tickets and provide appropriate progress reporting as necessary. Perform additional duties, either incidental or implied, consistent with the employee’s background or training, which may be reasonably delegated as being in the best interest of the support Department. Minimal local travel may be required. The ideal employee will have · Experience in the Telecom industry. · Excellent communication skills: utilized with our clients, as well as delivering effective feedback to your peers and management. · Strong technical skills skills as it relates to mobile phones, PC Hardware and Software, and web-based communication tools. · A self-starter and strong sense of ownership over their role. · A service-oriented, can-do attitude: you are able to stay enthusiastic and work on a go-forward strategy. · Bonus: Experience using Zendesk, JIRA and various CRM systems. Benefits · mce offers competitive pay with industry leading health insurance plan, 401k plan with matching contribution, generous PTO policy and paid holidays. Job Types: Full-time, Contract Pay: $31,542.00 - $55,555.00 per year Benefits: 401(k) 401(k) matching Dental insurance Health insurance Paid time off Schedule: Monday to Friday Education: Bachelor's (Preferred) Experience: Technical support: 2 years (Preferred) Ability to Relocate: Dallas, TX 75201: Relocate before starting work (Required) Willingness to travel: 25% (Preferred) Work Location: In person