What are the responsibilities and job description for the Business Support Engineer - Associate position at Midco?
Description
JOB PURPOSE :
Create client loyalty by designing and implementing processes that deliver high-quality support to Midco's business clients. Partner with advanced services clients to troubleshoot and resolve technical issues, answer questions, and provide education on Midco's products and service.
The hiring range for this position is $25 / hour to $27 / hour. The actual base wage offered will be determined based on multiple factors including internal equity, location, and the individual's job-related knowledge, skills and experience. In addition to the base wage, this position is eligible for a quarterly incentive based on company and / or individual performance.
KEY FUNCTIONS :
- Act as the primary point of contact for clients, showcasing exceptional diagnostic skills to resolve technical issues across a diverse product portfolio and managed services.
- Meticulously document each interaction to ensure all technicians have up-to-date client notes.
- Leverage documentation and standard operating procedures (SOPs) to support Midco's advanced services clients.
- Serve as the escalation point for complex technical issues and escalated client concerns.
- Work directly with key stakeholders to find timely and effective resolutions for escalated technical issues.
- Possess proficiency in at least two of Midco's advanced product offerings.
- Cross-train as required, developing a broad set of skills to support client demand while staying current with Midco's expanding product offering.
- Deliver proactive support to minimize the effort clients need to resolve issues..
- Fulfill and maintain annual Client Service requirements to ensure effective interaction with all levels of business clients, as defined by leadership
- Successfully manage assigned tasks and effectively coordinate efforts across multiple groups.
- Thoroughly document procedures and work processes using all available tools, including but not limited to ICOMS, ticketing systems, snapshots, and the Central File Store.
- Collaborate effectively with vendors to assist in troubleshooting.
- Independently resolve client issues while keeping leadership appropriately informed.
- Follow and serve as a role model in displaying Midco's Core Values and Leadership Success Drivers.
- Adhere to Midco's privacy guidelines to ensure each client's privacy.
- Maintain regular attendance as required by your position.
ADDITIONAL FUNCTIONS AND RESPONSIBILITIES :
EXPERIENCE AND EDUCATION :
WORK ENVIRONMENT, PHYSICAL & MENTAL DEMANDS :
ABOUT MIDCO :
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Visit Midco.com / Careers to learn about employment opportunities and apply today.
Midco is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com / Federal Posters.
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Salary : $25 - $27
