Customer Support Engineer - Military veterans preferred

Responsibilities

The Customer Support Engineer will support our Public Safety mission-critical software applications and will be the primary liaison between our end users, the North American Hexagon business unit, and our product development organization. They will have a keen understanding of Hexagon’s product offerings, be able to investigate, diagnose, and solve complex technical problems while communicating our value to the Public Safety industry.

Some of the responsibilities include the following:

• Provide high-quality phone, web, and email support focusing on North American Hexagon Customers
• Perform extensive troubleshooting of key software and hardware components
• Be able to replicate complex customer issues
• Conduct customer care review calls to discuss current open issues
• Take ownership of technical incidents and coordinate resolution with services or product development teams when necessary
• Train customers in system operation and software functionality
• Keep abreast of new company products and services
• Contribute to team effort by accomplishing related results as needed
• Perform other reasonable and related duties
• The Company reserves the right to change duties at any time

Education / Qualifications

• A passion for client success
• A passion to communicate and respond rapidly to client concerns and maintaining a quality flow of update information during the resolution process
• 2-4 years of customer service experience is a plus, but not required
• General technical knowledge of Microsoft products and technologies including Windows Servers and SQL databases
• Readiness to learn new technologies at lightning speed
• Commitment to providing an exceptional experience to our customers
• Ability to work a flexible schedule or be on-call on a rotating basis
• Working knowledge of customer service software, databases and tools
• Awareness of the industry’s latest technology trends and applications
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Ability to comprehend the Hexagon Public Safety product line and to communicate our value proposition to prospects and customers
• Experience with meeting goals and objectives
• Excellent presentation skills, verbal and written communication skills, and interpersonal skills
• Highly organized and attentive to detail
• Training will be provided; however any experience in Salesforce, SSRS, and Microsoft SQL Server is a plus

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About Hexagon

Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.

Hexagon’s Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.

Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.

Why work for Hexagon?

At Hexagon, if you can see it, you can do it. Hexagon’s Asset Lifecyle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces*. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.

* In the recently concluded workplace effectiveness survey by Korn Ferry, a global HR advisory firm, Hexagon, Asset Lifecycle Intelligence division has emerged as one of the most Engaged and Enabled workplaces, when compared to similar organizations that Korn Ferry partners with.

Everyone is welcome

At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.