TAC Engineer I is the initial point of contact for Clever Devices customers. The primary function of the TAC Engineer I is to identify technical issues with Clever Devices software and hardware products and provide solutions to problems raised by our customers. The position acts as an advocate for the customer and liaison between internal departments and external clients on an individual ticket level. The individual shall demonstrate exceptional technical skills, judgment, investigation, and problem solving, as well as communication to effectively maintain a cooperative working relationship with internal stakeholders. As a focal point, the individual will interface and act with the customer in mind to help meet goals and establish and maintain an effective relationship with the customer, gaining their trust and future business.

The TAC Engineer I will work towards increasing their depth of technical knowledge of the Clever Devices solutions to be able to troubleshoot and resolve customer issues quickly. They will use their experience to create/update a knowledgebase and troubleshooting process that will be used by the TAC Team. Additionally, the TAC Engineer I will partner with other areas of Clever Devices to drive incidents to resolution while using their discretion to escalate up to TAC Engineer II’s or to another department.

TAC is a 24/7 department that services our customers 365 days a year. In doing so, we are currently looking to fill positions in our 2nd and 3rd shifts (Eastern time) across Mon-Sun.

Primary Responsibilities:

• Acts as a customer advocate, responsible for resolving customer requests both internally and externally.
• Responsible for handling Customer incidents/requests for technical assistance via phone or electronically.
• Responsible for grabbing all necessary logs and backups in a timely manner upon ticket intake.
• Diagnosis and resolution of Customer hardware and software issues.
• Ownership of P1-P4 Customer Incidents through resolution, including working cross-functionally with other departments.
• Identifies customer issues, finds solutions, or proceeds with the escalation process to upper-level TAC Engineers or other departments.
• Provide remote technical assistance regarding software and hardware issues, installation, troubleshooting, and configuration of any Clever Devices provided products.
• Documents clear descriptions of issues from customers and clearly log continuous progress of issues and the resolution the life of the ticket to keep customers informed throughout the process.
• Manages Incidents, ensures customers are updated and communicated to regularly, and incidents are escalated and followed-up on in a timely manner.
• Maintains a positive customer service attitude.
• Develops technical documentation, FAQs, and maintains a knowledge database.
• Gain an understanding of Clever Devices’ workflow to better understand how to escalate issues and work with the team to put efficiencies in place.
• Maintains up-to-date industry technical knowledge.
• Works to stay current with Clever Devices solutions.
• Actively participates in Team Meetings and provides training to others on the team as knowledge is developed.
• Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired company objectives.
• Assist with larger Team Projects for continuous improvement and acts as a lead on smaller projects.
• Participates in the On-Call Rotation.

Skills Required:

• Bachelor’s degree in engineering, computer engineering, networking, or IT related preferred
• High level of Customer Service attitude and aptitude.
• Minimum 3 years of experience troubleshooting networking, software, hardware, and communications technologies.
• Experience with networking, databases, and software application troubleshooting.
• Understanding and ability to execute SQL queries and commands.
• Experience working with an Incident Management System.
• Strong Written and Verbal communications Skills.
• Strong Time Management Skills.
• Strong understanding of Microsoft and SQL servers.
• Experience in a Call Center/Help Desk environment.
• Proficient in Microsoft Suite (Outlook, Excel, Word, PowerPoint).
• Self-motivated and the ability to work independently.
• Must be willing to travel for necessary trainings, on-site team meetings or customer visits (< 20% required).

Clever Devices, (Hitachi Rail CD U.S. Ltd.) is an Affirmative Action/Equal Opportunity Employer

In addition, Clever Devices, (Hitachi Rail CD U.S. Ltd.) offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and time off, and many others, depending on the level and position offered. Many of these benefits are subsidized or fully paid for by the company.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice based on business need.