Job Description

Management Controls Inc. (MCi) is looking for an experienced Support Analyst to join our Customer Support team. In this role, you will provide Level 2 (L2) application and technical support, within Service Level Agreements (SLAs), in a high-volume environment on MCi Suite of Products. The business is privately held, has been around for 30+ years, services most of the Fortune 100, and is experiencing exponential growth, which will last into the next decade. In addition to the normal tech company benefits like stocked kitchens, an in-house gym, bonuses, and flexible PTO, the company also offers 100% paid healthcare. If you want to work in a place that takes care of you and those you love, values creativity, learning, and individual contribution, think about joining the team.

Written and verbal bilingual English and Spanish is a requirement for this position.
Management Controls is headquartered in Houston, TX. This position is working in the Houston office on a hybrid schedule 3 days/week. This position is not eligible for sponsorship or relocation.

Duties and Responsibilities

• Support multiple customers by investigating and resolving MCi product-related applications and technical issues, including problems/help-desk tickets related to application configuration, installation, interfaces, standard reports (Crystal) and functionality (mostly, but not limited to, Track and Forecaster products)
• Serve as an escalation point for Level-1 (L1) Support Analysts and tickets nearing SLA deadlines
• Provide guidance to L1 Support Analysts on issue resolution and/or client communications
• Work closely with the Support Manager and other Customer Success Management personnel in analyzing, troubleshooting and managing issues
• Proactively and diligently work on issue resolution and communication of ticket updates, statuses, blockages and solutions back to management and especially to customers
• Promptly respond to clients’ requests and inquiries
• Self-monitor ticket statuses to ensure resolution within MCi SLA timelines
• Identify and communicate work around solution for open issues or problems under investigation or pending resolution
• Document and log case histories, issues and actionable steps taken within the Support tool
• Proactively take ownership of help-desk issues by exerting proper due diligence and follow-through with applicable customers and MCi teams/organizations to communicate accurate ticket statuses on a timely basis
• Adhere to established internal processes; make suggestions for process improvements, as applicable
• Participate in occasional on-call or rotational support after hours, during weekends, and on holidays to support team

Requirements

• Bachelor’s degree in a technical or business-related field preferred
• 5+ years of experience supporting IT and business applications, preferably in the SaaS industry
• Customer-service mentality and attitude
• Moderate understanding of ERP and application interfaces, including APIs/Web Services
• Strong knowledge of Windows operating system and SQL queries and database schemas/structures
• Solid understanding of .NET applications and functionality
• Experienced at troubleshooting application and/or interface related problems
• Strong analytical, customer service and problem-solving skills
• Crystal Reports knowledge and experience
• Strong and effective communicator, especially as it relates to explaining the root cause of issues
• Teamwork and team player with a positive, can-do attitude
• Self-motivated and highly driven to succeed
• Ability to work independently
• Knowledge of Microsoft Office 365, particularly Word, Excel and PowerPoint
• Familiar and proficient with Software Development Life Cycle, especially Agile methodology
• Proficient in English and Spanish (Reading, spoken and written)

Preferred Qualifications

• Effective communication skills across all levels of the organization and especially with customers
• Strong interpersonal and customer-service skills; know your audience (internal and external)
• Professionalism by to emails and meeting invitations; show-up to meetings prepared and on-time
• Eager to learn MCi’s suite of products, especially Track, myTrack, Access Control Systems, Track and myTrack Integrations and Forecaster
• Flexible; willing to accommodate team’s preferences
• Ownership mentality of assigned tasks and work with strong problem-solving skills
• Proponent of diversity; fits easily within a diverse culture and work environment
• Does not hesitate to reach across the organizations (e.g., Services, Products, PMO, Engineering, Development, etc.) for investigating and resolving problems