• 02-Mar-2021 to Until Filled (EST)
  • Information Technology
  • Winter Haven, FL, USA
  • Full Time

Technical Support Engineer, Enterprise Team Central Florida

About the Position

We are looking for an experienced Technical Support Engineer with a passion for excellence.
As a Technical Support Engineer you will be solving challenging issues surfaced by our
customers and partners through a variety of different channels.

A successful Technical Support Engineer already understands how to identify and prioritize
incoming requests to best serve the business. Your excellent communication skills will ensure
our internal teams are up to date on the latest status as you work with development and
support teams. You'll develop subject matter expertise on a wide array of payroll and HR
concepts as you gain exposure to our technical stack and business operations.

The Technical Support Engineer will also need experience in debugging applications written in
VB/C#/HTML alongside a variety of database technologies such as MS SQL / MS Access.
Your ability to troubleshoot and fix bugs as well as contribute minor changes will be essential
to your success and the success of your team.

About Us

Established in 1999, CertiPay offers advanced payroll and human resource solutions to
customers nationwide. We provide a wide array of technology solutions to help solve complex
business problems of clients both big and small.

To be the best, you have to hire the best. Every employee at CertiPay should embody the
following core values:

  • Client Focused - keeping clients central to our operations
  • Dedicated - 100% committed to the organization and your job role
  • Disciplined - you consistently perform without constant reminder
  • Engaged - you actively seek to improve the organization
  • Passionate - you are driven from within

Job Responsibilities

  • Provide excellent service to our internal customers
  • Monitor incoming technical support requests
  • Identify the severity and impact of requests to determine priority
  • Troubleshoot various application issues throughout our payroll and HR landscape
  • Commit to maintaining strict SLAs and KPIs to yield the best possible service
  • Develop rapport with internal customers to better their support experience
  • Work with developers and engineers to troubleshoot and resolve programmatic issues
  • Identify specific versions of software customers are using leveraging source control
  • Translate support requests into actionable and meaningful bug reports
  • Presenting solutions and/or solving basic bugs discovered during troubleshooting
  • Analyze VB/C# code and/or MS SQL / MS Access queries during troubleshooting to provide insight to other support staff
  • Submit bug fixes to surfaced issues when possible

Our Ideal Team Member

  • Excellence, internally driven and motivated drive for things to be great
  • Disciplined, defines goals and sticks with them
  • Strong written and verbal communication skills (English)
  • 3+ years providing excellent customer support
  • 2+ years as a programmer or coding as related to software development

Preferred Competencies

  • Experience in a software support role
  • Business experience in Payroll, Accounting, and/or Finance
  • Experience with Atlassian Jira or other similar task management system
  • Experience with Zendesk or another customer support product.
  • Experience with a Git based source control environment
  • Experience with Visual Studio
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