Customer Support Engineer at Masabi

Newton, MA, United States

Posted on Aug 09 2016 (4 months ago)

Overview

Masabi provides mobile ticketing solutions to transit agencies around the world and is transforming the way that people ride public and private transportation.  Our JustRide platform is a SaaS platform that is leading the evolution of mobile ticketing and the customer experience with smart-city connectivity worldwide.   

In this role, you will bring your experience in front-line technical support to leading agencies in London, New York, Boston, Los Angeles and Las Vegas as well as numerous other metropolitan cities around the globe. 

As front-line technical support you must display and test your technical experience and problem solving skills each day handing incoming support and incident management questions.  The profile of mobile ticketing to commuters and riders worldwide is a real-time experience and our agencies expect high levels of product knowledge, astute customer handling, attention to detail and perseverance.  In return, you will work in a high-paced environment, testing and growing your understanding of mobile applications each day, working side by side with engineering and development teams, and actings as front - line ambassadors for the Masabi Services team. 

The Technical Support Engineer will play an integral role in the success of the Masabi’s Services team by maintaining high levels of customer satisfaction with our mobile ticketing platform. If you are applying you should have a track record working directly with customers while answering technical questions and resolving complex customer issues both technical, user experience and, preferably, experience in a mobile application system or transportation company. 

Responsibilities  will include:

  • Acting as the front-line contact for inbound requests submitted by phone, email and instant messaging 

  • Responding to requests for assistance in a timely manner; gather technical troubleshooting data to facilitate issue resolution, and assisting product managers and developers in identifying potential resolutions 

  • Coordinating customer calls and progress reports.  Create incident management reports and monitors metrics against agreed performance timelines. 

  • Managing the resolution of technical and non-technical issues in a professional, courteous manner 

  • Troubleshooting a broad range of technical issues on hardware, application, and OS levels 

  • Assisting in customer configuration and setups for special ticketing events and programs 

  • Be part of an initial launch team for testing and quality assurance; perform basic setup and configuration management and liaise with internal delivery teams. 

  • Performing training services via web-conferencing and in-person 

  • Creating knowledge and technical reference materials based upon inbound, real-world scenarios; maintain incident management solution reference materials and online tutorials 

  • Developing and maintaining a full understanding of all Masabi’s product capabilities and user scenarios where our products are deployed 

  • Participating in on-call rotation as required during critical launch and go-live periods 


Skills Required...

  • Experience in enterprise software support in a client-facing role 

  • Comfortable with end-user applications and familiarity with smart-phone devices 

  • Basic knowledge of relational databases (SQL Server, Oracle, MySQL) 

  • Basic knowledge of web services/web technology (HTML, CSS, XML, JSON) 

  • Ability to work independently and collaboratively as needed 

  • Excellent investigative and debugging skills 

  • Excellent problem solving skills, verbal and written communication skills, ability to work under strict deadlines and interact with customers of varying experience levels 

  • Demonstrated ability to research and resolve problems using a variety of tools 
  • BA/BS degree (or equivalent technical certifications)

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