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Production Coordinator (MEI Tech Consultant)
Technical Support Center
ACENES HQ, Vienna, VA
Full Time
Monday - Friday, TBD |
Job Description
This position reports directly to the TSC Manager, with a "dotted line" report to MEI's Program Manager. The consultant must have experience in the vending management industry/experience with the use and/or support of vending management software. The consultant must also have a broad range of experience and expertise in application, operating system and network troubleshooting. Experience with the MEI Easitrax product is highly desired. Primary responsibilities include:
- Problem analysis and resolution
- Log all calls and actions into the call management system with clear, concise language.
- Analyze and resolve support requests according to the service level agreements with the client and caller, escalating when appropriate. Note: it is expected that all non bug-related calls be managed and/or resolved by the MEI Technical Consultant.
- Troubleshoot the cause of problems, not just the symptoms, taking action to prevent problems from recurring. This includes submission, review and approval of knowledgebase entries.
- Communication
- Provide professional technical support to ACENES clients emphasizing customer service.
- Keep management informed of trends, significant problems and expected delays.
- Keep callers informed of global problems or scheduled downtime.
- Keep callers informed of progress on problems that cannot be resolved at point of call.
- Must possess written and oral communication skills.
- Teamwork
- Promote teamwork by assisting other consultants with technical questions, and encouraging them to use the available resources.
- Assume the additional tasks of technical team lead for the MEI client.
- Take an active role in weekly meetings, documenting IT problems and changes with the goal of ensuring that all technical consultants are informed.
- Any extra tasks and duties as related to your job e.g. software testing, support testing, documentation review, development of FAQ's, email and pager duty, etc.
- Training
- Stay informed of product advancements, especially those that will assist with providing quality support to MEI callers.
- Participate in required training, technical as well as interpersonal.
- Provide training and mentoring to Tier 1+ staff. Encourage Tier 1+ staff to follow proper procedures and assist them to learn new troubleshooting skills. Includes preparation of appropriate training materials, delivery of training and any appropriate post-training follow-ups.
Skill Sets and Experience Required
- Requires a minimum of three (3) years technical support experience with (1) year in the vending management industry
- Requires previous experience as a technical support consultant with comprehensive knowledge of PC operating systems, networking and application support.
- Experience with coordinating team support efforts (task and policy/procedure management, training)
- Experience with the use and/or support of the Windows-based MEI EasiTrax Vending Management system. Includes, but is not limited to general use, system administration and reporting
Additional Skill Sets Required
- Excellent written and oral communications skills
- Ability to work in a fast-paced, team environment
- Must demonstrate the ability to work independently or under only general direction
Optional Skill Sets Required
- Experience with the use and/or support of the Unix-based MEI EasiTrax Vending Management system. Includes, but is not limited to general use, system administration and reporting
- Team lead and/or staff supervision experience
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