Technical Support Engineer

ARCOS, Inc.

• A minimum of an Associate Degree from an accredited college or university.

• Complete competency with MS Windows and Office. • Knowledge of Internet Explorer. • Excellent typing skills, strong grammar and spelling abilities. Desired skills: • Knowledge of FTP and HTTP and their secure variants • Working knowledge of basic UNIX shell commands. • Knowledge of SQL.

ARCOS, Inc. - Five time winner of FAST 50 Award, an annual ranking of the 50 fastest-growing emerging companies in Central Ohio. Seventeen of the top 25 U.S. utilities rely on the ARCOS Automated Crew Callout and Resource Management System. When the power goes out or other emergency situations occur, the award-winning, web-based ARCOSSM System instantaneously finds, assembles and tracks repair crews, thus reducing outage interruptions and improving restoration time for electric, gas and nuclear utilities. Please visit our website at www.arcos-inc.com. Resumes may be submitted to HR@rostermonster.com. POSITION SUMMARY Provides front-line support to all ARCOS customers, answering customer questions and doing issue analysis on cases submitted online and through telephone calls to the ARCOS Support Center. The TSE I conducts extensive testing on customer systems, providing detailed testing results and monitors the ARCOS systems. ESSENTIAL JOB FUNCTIONS Customer Knowledge and Support • Has knowledge of entire ARCOS customer base. • Handles basic customer calls. o Collects data from and provides relevant information to the customer. o Opens SalesForce case, clearly identifying the facts of the case. o Resolves customer’s case, if possible. • As rotating schedule requires, carries and responds to the support pager and researches critical system alerts • Recognizes and prioritizes tasks in a manner consistent with departmental and organizations objectives. • Prepares monthly DVD’s of customer data and monthly usage reports Knowledge of ARCOS Product and tools • Working knowledge of Callouts, Reporting, Roster Preferences, Schedules and Exceptions and Sysadmin. • Capable of operating the ARCOS product with assistance from documentation sources. • Completion of ARCOS Product Certification. • Completion of the ServiceSkills.com course. • Working knowledge with tools necessary to perform job, including SalesForce, OneNote, TOAD, cygconn and OSCAR. Regression Testing • Perform regression testing for ARCOS customers with a basic set of ARCOS functionality and simple test cases, with minimal assistance. • Log test results and report bugs and other inconsistencies