Customer Support Engineer

Fastpath Solutions, LLC is a growing company faced with a common industry challenge: How do we grow our organization while keeping the close-knit culture that makes us great?

We decided to answer that challenge in the simplest terms: we hire talented professionals who truly understand that our workplace is a highly collaborative and interactive work environment. You see, at Fastpath, we get along, we respect each other, and we rely on each other to deliver outstanding service to our clients. It's part of why we recently earned Iowa's #1 Top Small Business, and the #1 Values Award!

Every day, we deliver solid results through a fluid process. We are at the cutting edge of security, audit and compliance solutions which means we balance disciplined project management with spontaneous innovation every single day.

Our Software Support Engineer position addresses customer questions and concerns regarding Fastpath’s products. Our team is known for providing top-notch customer service while installing Fastpath software. The Software Support Engineer position is a great way to start your career with Fastpath!

Primary Responsibilities:

• Install and configure Fastpath applications
• Prioritize and manage support desk workflow
• Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion
• Keep up-to-date on product updates and familiarize yourself with emerging technologies
• Keep track of users’ system issues until they are resolved by adhering to the agreed SLA
• Resolve complex problems via phone, email, or chat and provide written instruction and technical manuals
• Follow standard procedures to resolve issues by escalating them to relevant internal departments
• Provide accurate feedback to customers promptly
• Ensure proper logging of all issues in Zendesk and CRM
• Follow up with clients to ensure software is functioning properly after troubleshooting
• Document technical knowledge in the knowledge database
• Train customers on the use of Fastpath software
• Report defects and offer suggestions for product improvement
• Seamlessly work on multiple projects simultaneously
• Maintain a strong customer focus and ability to quickly gain technical knowledge of Fastpath products

What We're Looking For:

• B.S. or Associate degree in Information Technology or related field.  Will accept equivalent experience in lieu of degree.
• Experience working with different operating systems (Windows or Linux or Mac OS), extensive understanding of computer systems, networks, mobile devices, and other technological equipment, expertise in LAN/WAN
  
• Familiarity with help desk software, such as Zendesk, and remote desktop applications
• Excellent analytical and problem-solving skills, solid verbal and written communication skills with the ability to work calmly when under pressure
• Good team player and collaborate with departments on a consistent basis
• Proficiency in soft skills (interpersonal communication / work ethic / creative thinking, etc.).
• Ability to work independently using the resources available to solve issues and know when to ask for help
• A technical aptitude with a desire to learn and grow!

What puts you over the top:

• Ability to write SQL scripts
• Experience installing different software and RDP interfaces 
  
• Experience in all phases of a software support process

How You’ll Be Rewarded:

• Base Pay Range: $50,000 - $65,000
  • The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and will be based on various factors including but not limited to relevant skills, experience, and capabilities.

• A discretionary bonus typically paid annually
• 401(k) Match - Employer match up to 4%
• 100% employer paid premiums for medical and dental insurance
• 100% employer paid premiums for short- term disability, long- term disability, basic life insurance
• Additional benefits include: Vision, FSA
  
• Unlimited PTO - take the time off that you need to recharge!
• Flexible schedule