Support Engineer I

• Provide front line phone coverage and participate in various call center groups
• Provide on-site assistance to clients within your local geography
• Provide excellent customer service to Xantrion’s client base
• Provide technical support as assigned for issues related to computer systems, software, and hardware
• Log and track support requests in ConnectWise
• Prioritize and/or escalate tickets as required to ensure customer satisfaction
• Brief customers, as well as management, on the status of current resolution efforts
• Work with third party support providers when necessary
• Follow up with customers to ensure an issue has been resolved
• Submit semi-monthly timesheet and expense reports
• Attending scheduled training and meeting sessions
• Meet with your manager regularly to discuss opportunities and achievements
• Ability to work a variable shift any time during Xantrion’s business hours
• Perform audits of customer information and systems as necessary to ensure accuracy
• Take support tickets from the dispatcher
• Update and schedule service tickets until issues have been resolved or further escalated
• Perform other duties or special projects as assigned

• Bachelor’s degree from a four-year university or equivalent experience
• Minimum of 3 years of technical support experience required
• On-site technical support experience preferred
• Basic diagnostic and analytical skills
• Basic competency in the use and troubleshooting of MS Office products
• Experience using Windows 10, 11 and/or Mac OS
• Basic computer literacy across both hardware and software
• Ability to be proactive and able to take direction and establish ownership of issues through resolution
• Positive attitude
• Strong written, oral, and interpersonal communication skills
• Strong telephone presence with organized follow-up skills
• Ability to follow established operating procedures
• Strong, service-oriented, customer-focused
• Strong attention to detail
• Experience working constructively in a team-oriented, collaborative environment
• Ability to effectively multitask, managing time, prioritizing and executing tasks in a high-pressure environment
• Demonstrated interpersonal skills, able to foster strong relationships internally and externally
• Can follow directions, as well as apply judgment and be flexible as the situation warrants
• Must have an existing cell phone (running current Android or iOS)
• When working remote: Must have a reliable, high-speed internet connection
• Must have a dedicated, secure, and private workspace

Technical certificates are a plus

• 100% of medical, dental, and vision for you and your family
• 401K with company match up to 4% of salary
• Certification reimbursement and annual training budget
• 17 Days PTO per year in addition to paid training days
• Bonuses for referring new clients or employees
• If applicable, Xantrion will provide a cell phone, internet connection, and home office equipment allowance