MiTek® USA Inc., a subsidiary of Berkshire Hathaway, Inc. is the world's leading supplier of state-of-the-art, engineered connector products, engineering services, and computer-driven machinery for the building component industry. We provide the industry's most advanced, most comprehensive, and most innovative software for design and manufacturing. Our products and services are backed up by a team of industry professionals who are dedicated to one goal – making our customers successful.

We are seeking a dynamic and motivated SOFTWARE SUPPORT LEVEL II who will support our Sapphire Build software application to help resolve both simple and complex issues to our clients' satisfaction, including but not limited to troubleshooting, creating documentation, and managing multiple issues from open to close.  The role can be extraordinarily challenging and requires high intelligence, motivation to learn, the ability to multitask and a knack for understanding how to support and troubleshoot our proprietary software.  Candidates should have experience with IIS, SQL and C++.

Required Skills

DUTIES AND RESPONSIBILITIES:

• Identify and resolve customer’s issues in a timely manner (via telephone support, written correspondence and through remote assistance software)
• Learn existing Kova Sapphire Build software and future software in order to troubleshoot issues
• Work with our CRM CSS (customer relationship management – customer support software) system, keeping track of your own support tickets and following through to completion
• Monitoring and helping other technicians with support tickets
• Collaborate with other departments and teams in troubleshooting issues
• Report software bugs and customer suggestions
• The person will need a high level of SQL experience as it is the primary tool in troubleshooting our problems. We need this individual to write T-SQL queries and stored procedures against a SQL Server database. These will be used to support our customers and build a tool base that will help the support team solve problems faster.
• As a level 2 Support person you will be involved in deploying our web-application across many different environments during non-business hours.

Required Experience

QUALIFIED CANDIDATES WILL POSSESS AT LEAST ONE OF THE FOLLOWING:

• Associate degree in computer science or a related field preferred
• 1-2 years of Customer Support or Help Desk experience required
• Experience with .net, JavaScript and PHP
• Knowledge of or experience with Job Cost Accounting and/or the Homebuilding industry
• Superior organizational skills.
• Excellent phone and written communication skills required
• Detail oriented, independent and yet able to maintain a team player’s approach
• Self-motivated / Ability to work independently

AT MITEK CUSTOMERS AND ASSOCIATES ARE ALWAYS FIRST!

MITEK IS AN E-VERIFY AND DRUG AND TOBACCO-FREE WORKPLACE.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER AND ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY, NATIONAL ORIGIN, DISABILITY STATUS, PROTECTED VETERAN STATUS, OR ANY OTHER CHARACTERISTIC PROTECTED BY LAW.

DUTIES AND RESPONSIBILITIES:

• Identify and resolve customer’s issues in a timely manner (via telephone support, written correspondence and through remote assistance software)
• Learn existing Kova Sapphire Build software and future software in order to troubleshoot issues
• Work with our CRM CSS (customer relationship management – customer support software) system, keeping track of your own support tickets and following through to completion
• Monitoring and helping other technicians with support tickets
• Collaborate with other departments and teams in troubleshooting issues
• Report software bugs and customer suggestions
• The person will need a high level of SQL experience as it is the primary tool in troubleshooting our problems. We need this individual to write T-SQL queries and stored procedures against a SQL Server database. These will be used to support our customers and build a tool base that will help the support team solve problems faster.
• As a level 2 Support person you will be involved in deploying our web-application across many different environments during non-business hours.