Technical Customer Support

Job Description

Job Description

Founded in 1988, Mersino is a single source for pumping services, contract dewatering, one-pass trenching, power generation and drilling. Our people are the most valuable asset, and we strive to maintain a culture that inspires dedication to customer service. Whether a planned project or an emergency response, Mersino meets challenges with expertise, equipment, and service. 

We move water.

Location: Auburn Hills, MI

Job Summary:

The Technical Customer Support will be responsible for supporting, troubleshooting, and monitoring alarms on Telemetry devices company wide.

Mersino has over 1600 Fleet Assets outfitted with telemetry devices, monitoring the health and activity of our equipment. This role will focus on customer service, uptime and managing the growing demands and the needs of our internal and external customers.

Responsibilities:

• Manage daily support calls and support tickets
• Monitor telemetry devices through Internet of Things (IoT) management software
• Make proactive callouts for device status
• Interact with team members to assist in troubleshooting and identifying root cause of system problems
• Manage and troubleshoot the dispersed telemetry systems company-wide
• Aid in the development of an Application Patching Process
• Assist in the process to help improve and enhance the IoT management software

Requirements:

• 1+ years’ experience on a Customer Support Team
• communication skills
• Outstanding Troubleshooting skills
• Ability to think "outside the box"
• Initiative and confidence to research and resolve problems
• Organizational and time management skills
• Ability to work both independently and as a member of a team
• Proficient in Microsoft Office applications
• Experience in a customer facing role
• Ability to work flexible hours

Specific Expectations :

• Certifications not required, but are a plus (A+, N+, MCP, MCSA/E, VCP)
• Internet of Things (IOT) knowledge
• Basic Software Development process understanding
• Python, JavaScript, a plus
• MQTTs, Webservices, a plus

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Mersino is an Equal Opportunity Employer/Veterans/Disabled