Technical Support Engineer

AMCS, a leading provider of software solutions for the waste and recycling industry, is seeking a dedicated and customer-centric Technical Support Engineer to join our North America Support team based in Jacksonville, FL. This role offers the opportunity to make a significant impact by ensuring our customers receive exceptional technical assistance, enabling them to maximize the value of our software solutions. You will be at the heart of our customer success, collaborating closely with both internal teams and clients to resolve complex technical issues and drive positive outcomes.

The Technical Support Engineer will be responsible for providing high-quality, timely, and effective technical support to our customers. This involves diagnosing and troubleshooting a wide range of technical problems encountered with our software products, communicating solutions clearly and professionally, and documenting all interactions thoroughly. A strong emphasis is placed on fostering collaboration and creativity within the support environment to develop innovative solutions and improve the overall customer experience.

About the Role

You will be a key member of our North America Support team, working within a dynamic and supportive environment. This role is crucial for maintaining high levels of customer satisfaction and loyalty. You will interact directly with customers, internal stakeholders, and potentially third-party vendors to ensure seamless resolution of technical challenges and uphold the integrity of our software systems.

Key Responsibilities

• Provide prompt, accurate, and professional technical support to customers via various communication channels (phone, email, chat).
• Dedicate expertise to diagnosing, troubleshooting, and resolving complex technical issues related to AMCS software products.
• Communicate technical information clearly and concisely to customers, ensuring they understand solutions and next steps.
• Document all customer interactions, resolutions, and knowledge base entries accurately and thoroughly.
• Collaborate effectively with internal teams (e.g., product development, sales, operations) to escalate issues, gather information, and implement solutions.
• Contribute to process improvements and the development of best practices within the support function.
• Maintain a deep understanding of AMCS software features, functionalities, and industry-specific applications.

Requirements

• Associate's or Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent practical experience).
• Proven experience (typically 1-2 years) in providing technical support, customer service, or a similar role, preferably within the software or technology sector.
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
• Excellent communication skills, both verbal and written, with a customer-focused approach and the ability to explain complex technical concepts simply.
• Proficiency with standard support tools (e.g., ticketing systems, remote desktop tools, knowledge base platforms).
• Ability to work collaboratively within a team environment and maintain a positive, proactive attitude.
• Basic understanding of software applications, operating systems, and networking concepts.

This position offers a competitive salary and benefits package, including health, dental, and vision insurance, a retirement savings plan, and paid time off. AMCS is an equal opportunity employer committed to diversity and inclusion.