Technical Support Engineer

Agile Frameworks provides comprehensive software-as-a-service solutions that integrate corporate, field, and lab data for business process automation across architecture and engineering disciplines. We transform workflows, create high-value data, and deliver outputs our customers can trust resulting in industry-leading productivity and profitability. The Technical Support Engineer (TSE) provides front line support to Agile Frameworks customers, utilizing personal knowledge, tools and resources within Agile to understand customer issues, frame the service request and provide known solutions to customers quickly in a professional manner. This is a full-time (40 hours) hybrid position working in our Bloomington, MN office Tuesday through Thursday from 10am-3pm and remotely the remainder of the week. Compensation Base range for this position is $34.29 - $39 per hour. This range reflects the base hourly rate for this position. Please note that the specific compensation for this role will be determined based on your experience, qualifications, location, and internal equity considerations. Responsibilities Maintain high availability for Service Portal submissions Provide proactive and reactive assistance to all customers Assess and understand the impact, severity and urgency of issues Understanding of and ability to ask open-ended/close-ended/probing questions Troubleshoot customer's product issues using knowledge, tools and other internal resources Record and document all issues/activities related to customers Log all testing, troubleshooting and research done in process of resolution Identify data requirements and assist with data collection Assist customers with the implementation of workarounds/solutions Facilitate conference calls / remote sessions to resolve product issues Full ownership of technical issues until resolution provided Set and manage expectations with customers, including regular and timely communications (daily) Identify and seize opportunities to teach the customer about product usability, best practices -Ability to teach complex topics Collaborate with cross-functional teams, sharing insights and effectively contributing to process and product improvements. Maintain a high level of product knowledge Maintain a high level of professionalism Be available and accessible to fellow co-workers Maintain a friendly, open, approachable, positive attitude Understand and apply active listening skills Other duties as assigned Ideal Work Experience and Skills Bachelor's Degree or equivalent work experience 3+ years of technical support experience solving complex issues IT experience including basic system administration and troubleshooting preferred You have excellent communication skills, with the ability to explain technical issues to both technical and non-technical audiences. Strong customer service orientation and disposition Ability to work in multiple technical mediums simultaneously while remaining attentive to customers and their concerns Strong trouble shooting, analytical and creative problem-solving skills Strong technical aptitude and computer skills (e.g., Web-based applications, Mobile applications, Excel, Word) Ability to be a self-starter and work independently within a highly collaborative and team-oriented environment Time management skills, the ability to succeed in a fast-paced environment and can adjust to changing priorities You take ownership and thrive in an environment that values accountability and autonomy. You have a genuine passion for helping others and solving problems efficiently. Enthusiasm for learning and expanding knowledge or skills Travel Requirements Less than 10% travel may be required for this position. Medical, dental, vision, HSA (with a $75 monthly employer contribution), FSA, DCFSA, STD, EAP, unlimited PTO, monthly cellphone reimbursement, 401(k) with company match, paid parental leave and Earned Sick & Safe Time (MN employee only). LTD, Life and AD&D are 100% employer paid. J-18808-Ljbffr