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About the Role

Transact+CBORD is seeking a Technical Support Engineer-QuickCharge to provide exceptional customer experience by troubleshooting and resolving moderately complex customer issues using various tools and techniques. This role involves maintaining customer relationships, contributing to a knowledge base, and communicating customer feedback to product teams.

Responsibilities

• Receives and records incident related information using a variety of tools, techniques and procedures.
• Conducts analysis, gathers information (i.e. click steps, logs, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems.
• Uses judgment within defined practices and procedures.
• Uses knowledge and skills to address customers’ needs and resolve problems within existing specifications and standards; unusual problems which may require exceptions to procedures or processes are referred to a more senior engineer.
• Troubleshooting with tools and techniques, including network browsers, through Wireshark (or equivalent), Microsoft Windows Server analysis using built-in and third-party tools, SQL database analysis, HTTP/HTTPS, APIs, web browsers, and Microsoft Internet Information Systems analysis, and more.
• Maintains customer relationships by handling their questions and concerns with speed and professionalism.
• Establishes priorities and communicates effectively with clients.
• Overcomes constraints to resolve client issues and meet established deadlines.
• Actively contributes to a knowledge base that improves the effectiveness of the team, and information available to our clients.
• Communicate with product teams on customer feedback and help develop longer-term improvement options.
• Acting as primary contact for assigned clients with respect to product company performance and operational processes.

Requirements

• Able to work in a high-energy, fast-paced environment where change is the order of the day.
• Ability to troubleshoot using skills related to software functionality / hardware configuration, and technical issues.
• Comfortable troubleshooting technical issues via phone/email/ticketing/chat.
• Strong analytical, problem solving and interpersonal skills.
• Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users.
• Analytical, methodical, detail-oriented individual.
• Strong desire and passion for learning new technologies, investigating technical problems and helping customers.
• Demonstrated ability to accept feedback, engage in self-reflection and transform that process into performance improvement.
• Practical experience in Information Technology, Engineering, or related technical field.
• 2-4 years of technical support or software troubleshooting experience.
• Experience with SQL databases and basic query writing.
• Familiarity with Windows and/or Linux server environments.
• Understanding of web technologies (HTTP/HTTPS, APIs, web browsers).
• Customer service orientation with patience and empathy.
• Ability to work independently and manage multiple cases simultaneously.
• Willingness to learn new technologies and adapt to changing environments.

Skills

• Wireshark
• Microsoft Windows Server analysis
• SQL database analysis
• HTTP/HTTPS
• APIs
• Web browsers
• Microsoft Internet Information Systems analysis
• Software functionality troubleshooting
• Hardware configuration troubleshooting
• Technical issue troubleshooting
• SQL query writing
• Windows server environments
• Linux server environments
• Web technologies

Location

• Albany, NY Office
• Fully remote within the US

Work Type

• Onsite
• Remote

Experience Level

• 2-4 years of technical support or software troubleshooting experience

Salary/Compensations

• Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

About the Company

• Transact+CBORD is the leader in innovative payment, mobile credential, and commerce solutions for a connected campus.
• Our mission is to create compelling technology that uniquely simplifies campus operations and makes a meaningful difference in students’ lives.
• With a highly configurable, mobile-centric campus technology ecosystem, we partner with over 1,750 higher education and health institutions to simplify the student experience across the full spectrum of student life.
• Transact and CBORD have joined forces as industry leaders to bring the best integrated technology solutions to education, healthcare, and business campuses worldwide.
• Be a part of this exciting new partnership, committed to transforming organizations and improving the lives of people doing mission-critical work.
• We strive to provide the very best customer experience in the industry and have succeeded with a single, strong motivating principle: We serve our user community.
• Our success and growth are directly attributed to our people.
• Our newly combined companies are dedicated to fostering a culture of integrity, respect, and continuous personal development.
• We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions.

Equal Opportunity

• Transact+CBORD Campus Inc. is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.