Mitchell International, Inc.

Technical Support Engineer

US-CA-San Diego
Job ID
17-7776
Type
Regular Hire

Company Overview

Mitchell International, Inc. is a leading provider of information and workflow solutions to the Property & Casualty Claims Industry and their supply chain partners. We solve interesting and complex problems that directly affect the customers our clients serve. We are constantly adapting to stay on the forefront of emerging technologies and we work diligently to maintain our position as a thought leader within our industry.

Job Description

Summary

Mitchell seeks Technical Support Engineers (TSEs) to join its Auto Physical Damage unit in the Technical Assistance Center (TAC). As a member of the team, the candidate will be responsible for providing technical support and guidance to Collision Repair Facilities and Insurance Companies across the United States and Canada.

The ideal candidate demonstrates a deep understanding for solving complex problems related to installed and cloud based solutions. Creative thinking, team and cross functional collaboration, excellent communication and analytical skills, the ability to perform under pressure in dynamic work environments and a proven ability to drive resolutions are vital attributes to be successful in this role. 

 

Responsibilities

You will be responsible for providing technical support to customers, Technical Assistance Center, Sales, Product Management, and Engineering team members to resolve problems. All Technical Support Engineers reach across the business to ensure our customer feels well-served. By building strong relationships, this individual:

  • Enjoys sharing knowledge and documents effective resolutions in our knowledge base
  • Effectively troubleshoots problems independently and as part of a team
  • Insightfully analyzes issue trends and customer impact and effectively communicates that with the organization to drive meaningful technical changes
  • Connects directly with customers by communicating effective and timely resolutions
  • Manages customer expectations with the aim of leaving customers feeling they are getting value from Mitchell and our solutions

TSEs manage various work streams to ensure that we support our customers with quality. You will be responsible to:

  • Provide technical support to customers and/or partners who work for Collision Repair Facilities and/or Insurance Companies
  • Resolve moderate to highly technical problems which may require one to reproduce/simulate problems in-house
  • Manage production incidents and effectively communicate trends to the business
  • Create and deliver scalable training easily consumed by frontline technicians
  • Represent TAC in Voice of the Customer sessions by delivering actionable customer and issue trend/root cause data to product management
  • Attend Agile product delivery and customer launch meetings
  • Participate in Quality Assurance calibrations/audits to ensure we deliver best in class support

Qualifications

Technical Skills

  • Proficient at OS (including Registry), PC Hardware, networks, MS Office
  • Proficient knowledge of XML, JAVA (relational databases, SQL is a plus)
  • Proficient technical knowledge of system integration, troubleshooting hardware conflicts, data communications, and diagnostics to the board level
  • Strong analytical skills

Soft Skills

  • Fluent in English (French proficiency a plus)
  • Excellent written and oral communication skills
  • Self-starter who takes initiative and drives results autonomously
  • Excellent collaborator and team member (essential)
  • Eager to learn new technical skills quickly (essential)
  • Excellent out-of-the-box thinker (essential)
  • Works well under pressure
  • Effective at prioritizing a fast-paced and diverse workload based on the current business needs

Industry Knowledge

  • Experience in automotive or claims management software a plus

 

Education, Certifications and Experience

  • Experience of 5+ years supporting software products and technology in Customer Service environments (Mitchell product knowledge a plus)
  • Experience of 5+ years troubleshooting networks, PCs and OS required
  • Bachelor’s degree or higher in Computer Science, Information Systems, or related specialized field, or equivalent experience.
  • Open to consider applicants with a 2 year degree and significant technical support experience

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