Role Description: 

The Technical Support Engineer provides consistent, world-class product support for Datascan products. In serving as the primary liaison between the company and customer, the Technical Support Engineer resolves challenges by supporting cutting-edge self-scanning inventory counting and auditing software across complex, multi-faceted customer deployments.

Our support engineers possess excellent knowledge of customer inventory scanning and auditing needs along with the drive to assist the client when needed. Impeccable communication skills (written and verbal) focused on sustaining market leading customer loyalty is a key requirement for this position.

The Technical Support Engineer provides support for Datascan’s entire product suite. Questions come from a wide variety of sources including clients who need help counting their first inventory with Datascan to clients who have been longtime customers utilizing all of the features of the Datascan product.

 Key Responsibilities: 

• Direct client support via phone or email for a 24*7 call center.
• Serves as the primary liaison between the customer and Datascan for technical and functional related issues
• Analyze and clarify customer technical inquiries, both hardware and software.
• Ensure customer feedback is properly channeled into Management and Research & Development Teams.
• Maintaining in-depth knowledge of Datascan products and inventory self-scanning best-practices
• Educate clients to assist with preventing future questions or difficulties.

Requirements: 

• The willingness to continue learning and improving upon current knowledge
• A Team Player!  We are a fun team to work with.  No drama.
• Ability to maintain a calm demeanor with a laser focus on customer service.
• Strong typing abilities and ability to easily navigate software.
• Keen decision-making abilities, displaying your ability to take initiative when problems arise
• Proven problem solving/analysis abilities
• Ability to thrive in a lively working environment and multi-task
• Excellent and reliable attendance record is a must.  We need you here!
• This position spends up to 100% of paid time on the phone while seated in one location.
• Prior call center experience in a technical environment or Help-Desk experience is a plus. But if you have excellent customer service skills with a hunger to learn, we want to meet you.
• High School Diploma/GED Required
• The flexibility to work weekends, overnight, holidays, and overtime is an absolute must.
• All offers of employment with DATASCAN require individuals to successfully pass a pre-employment background check and drug test.
• Must have a Green Card or be a U.S. Citizen.

Additional Information:

Pay Range: $15.00-$16.50 per hour based on experience and general technical skills

Some seasonal employees may be offered Full-Time positions based on performance and business needs.

We are located at 2941 Trade Center Drive, Carrollton, TX. Please map your commute to make sure it would be acceptable on a daily basis.

Benefits:

Datascan offers competitive salaries and benefits including comprehensive medical, vision, and dental insurance, life, 401(k) with generous company match, and paid time off.

Datascan is an Equal Opportunity Employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristic or status.

Datascan is proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.

Summary of Responsibilities:

This position provides support to Technical Support Center Staff (Tier 1) and is the second level of support to clients by handling service requests that have been escalated by lower tier agents or clients who have been identified as high-risk.  Support will be provided onsite, remotely, over the phone, or via email.

• Serving as the primary liaison between Datascan’s IT department, Tier 1 agents, and the client – keeping the client informed of incident progress and resolution through phone, chat, and email.
• Act as the Subject Matter Expert (SME) for Datascan’s hardware and software by guiding and assisting Tier 1 agents during client interactions and handling of complex/escalated client inquiries through voice, chat, and email while ensuring department and company guidelines are followed at all times.
• Provides high-level technical and customer support to new client prospects during Proof of Concept (POC) counts, client company owners/executives/managers.  Provide technical and client facing documentation of support to appropriate company personnel.
• Responsible for capturing data in proper format and inputting into appropriate systems (JIRA, Salesforce, OpsGenie, etc.).  This includes identifying specific product or troubleshooting answers which require new or changes to existing knowledge base articles, daily work tracking, statistics and metric tracking, and system alerts.
• Evaluate the case and determine if escalation to appropriate IT department (T3) or operational/sales personnel is needed.  Follow incidents through to resolution.
• Identify training and development needs of Tier 1 representatives through chat observation, side-by-side monitoring, and quality checks.
• Participate in training of product rollouts, tools, and processes by attending training and then documenting learnings during design, publish, and count readiness meetings.
• Assess headcount needs during slow volumes and approve lower Tier’d agent surplus in the absence of management as needed.
• Requires the exercise of discretion and independent judgement in the absence of management personnel to determine best course of action when client count support notes and/or documented process do not exist and the problem is time sensitive (causing loss of revenue to Datascan or client).
• Responsible for professional self-development by attending formal and informal training offered within the office and externally based on your development plan agreed with your manager.  For example:  Industry trends, technologies, etc.

Skills & Qualifications:

• Self-starter – Takes initiative and doesn’t need constant instruction.
• Flexibility and ability to transition between projects/tasks quickly.
• Follows the processes and procedures for technical support workflow; able to make decisions concerning the best approach for resolution in the absence of documented processes.
• Demonstrate leadership abilities; Interacts professionally and courteously with all customers and peers.  Easily approachable, reacts calmly under stressful situations, receives constructive criticism well.  Maintains confidentiality.
• A natural troubleshooter; someone who will see a problem through until it is resolved, and is able to quickly research and diagnose technical and non-technical problems even if the issue has not been previously work by you or documented as a knowledge base article.
• Willingness to learn new technologies and advance their career in the IT industry.
• Demonstrates and applies good understanding of knowledge capturing principles (e.g. Create new knowledge resources and/or update the existing ones – product demos, KB and technical articles/documentation, code libraries).
• Builds constructive and effective relationships with peers and initiates communication to resolve any conflict in an assertive, tactful manner.
• Ability to mentor junior staff members.
• Must be able to multi-task in a fast-paced environment and handle all accountabilities with minimal supervision, while maintaining attention to details.
• Prior call center experience in a technical environment is required.
• High School Diploma/GED Required.  Bachelor’s degree in IT or Business-related field is preferred.

Note:  This position will have a shared responsibility of extended support for a 24/7/365 Technical Assistance Center in which shifts can include evenings, nights, weekends, and “on-call” shifts. 

All offers of employment with DATASCAN require individuals to successfully pass a pre-employment background check and drug test.

Must have a Green Card or be a U.S. Citizen.

Additional Information:

Pay Range: $41,600 – $49,920 yearly based on experience and technical skills

We are located at 2941 Trade Center Drive, Carrollton, TX. Please map your commute to make sure it would be acceptable on a daily basis.

Benefits:

Datascan offers competitive salaries and benefits including comprehensive medical, vision, and dental insurance, life, 401(k) with generous company match, and paid time off.

Datascan is an Equal Opportunity Employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristic or status.

Datascan is proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.

Summary of Responsibilities:

A Simulations Developer who loves challenges and has a thirst for knowledge! You will be responsible for the running of our software simulations programs, data mining from multiple databases, writing of scripts and code to enhance the simulations coverage.

The primary focus of this position is to ensure accurate simulations of our software and hardware platform. There will be some code and script writing, along with the running of the simulations. As our simulations are often ran at low platform usage times a flexible attitude to sometimes working outside normal hours is required.

Why You Should Apply:

This is an interesting position with a huge scope for professional improvement, primarily data mining platform usage and then recreating and scaling that usage within several cloud systems. We use a variety of languages and systems and this position requires the flexibility to thrive in this environment.

Requirements:

• Data mine through SQL databases.
• Record web sessions and then parameterize and scale those sessions.
• Run simulations of web sessions and mobile sessions to recreate expected platform load.
• Define and run breaking simulations to identify bottlenecks in our platform.
• Define and run benchmark simulations to determine the performance of our platform and to measure impact of changes on our platform.
• Identify, code, and implement additional simulation coverage.

Experience:

• A very good understanding of several software languages. (html/css/javascript/java/awk/bash).
• A good understanding of text manipulation, regular expressions, screen-scraping, web and network protocols.
• SQL and No-SQL databases
• A great head for reading and understanding code.
• Knowledge of Networks (WAN, LAN, VPN, Routing)
• Candidate should have solid problem-solving skills, professional demeanor, willingness to contribute at all levels, strong technical skills, ability to multi-task, excellent work ethic and an ability to communicate effectively.
• Knowledge of application code release management, unit testing and automation.

Benefits:

Datascan offers competitive salaries and benefits including comprehensive medical, vision, and dental insurance, life, 401(k) with generous company match, and paid time off.

Datascan is an Equal Opportunity Employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristic or status.

Datascan is proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.