Job Description MiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. In 1955, MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today, MiTek delivers software, services, engineered products, and automated solutions that enable the building industry to improve efficiencies by optimizing the balance between off-site and on-site. With nearly 5,600 team members worldwide, MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs, makes, and builds. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation. Learn more at www.mii.com. Summary Responsible for providing technical assistance to customers and internal users in support of the MiTek Homebuilder software suite. Answer questions or resolve software and related computer problems for clients and co-workers in person, via telephone, or remotely. Assistance shall include installation, system configuration, network interaction, feature usage, enhancement needs, and system behavior. Also responsible for performing second-level support, including assisting in researching, troubleshooting, and resolving complex customer issues; Training on unfamiliar aspects of the software; Assisting in dealing with upset customers by joining the call or taking responsibility of the customer. Job Responsibilities & Requirements A Brief Overview Responsible for providing technical assistance to customers and internal users in support of the MiTek Homebuilder software suite. Answer questions or resolve software and related computer problems for clients and co-workers in person, via telephone, or remotely. Assistance shall include installation, system configuration, network interaction, feature usage, enhancement needs, and system behavior. Also responsible for performing second-level support, including assisting in researching, troubleshooting, and resolving complex customer issues; Training on unfamiliar aspects of the software; Assisting in dealing with upset customers by joining the call or taking responsibility of the customer. What you will do Receive incoming customer issues in support of complex HVAC Design applications within the MiTek Software Suite and help the customer resolve those issues by; Researching previous customer issues within the call tracking system; Developing a method to isolate the variables of the issue and testing those variables individually until finding the cause of the issue; Contribute and collaborate with those that focus in that area of the software or applications which includes Technical Representative III, Technical Representative IV, SQA, and Developers. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities with use in Salesforce Research open, unsolved, and complex customer issues Create & Maintain documentation for tracking tech support issues Collaborate on small support teams to provide critical customer support and feedback Creates, communications and distributes technical information related to resolving product issues Identify trends with customers and escalates issues to senior staff and works to resolve issues through the appropriate channels As needed, work on assigned projects from Technical Support Manager or Technical Representative IV which require more time to resolve When needed, works directly with Product Management and Software Development as part of a decision-making team to ensure proper correction of defects and implementation of enhancements into the software Qualifications Associates in Building and Construction Technology. HVAC Trade school or 2 years’ HVAC Design experience preferred 1-2 Years of experience in troubleshooting, call center support, and information technology required Equivalent combination of experience and education, which clearly indicates the ability to perform the essential functions of the position, may substitute on a year-for-year basis Able to perform mathematical skills such as calculating proportions, percentages, area, circumference, and volume and able to apply concepts of basic geometry Ability to read and understand prints and schematics Able to use Microsoft Office Applications Soft Skills Language Skills • Must have strong communication and customer service skills. Need to be able to communicate effectively, both verbally and written, while assisting customers over the phone, email or in person. • Ability to interact at a high level of professionalism. Computer Skills • Familiar with all MiTek proprietary software including, but not limited to, MiTek Wrightsoft applications. • Knowledge and experience with Microsoft Windows Operating Systems, Terminal Server/Citrix environments, various networking environments or AutoCAD a plus. Additional Requirements 5% Travel to customer sites to troubleshoot complex and in-depth issues, help the customer optimize and develop their manufacturing process and conduct training classes on new software and features for new and existing employees Physical Demands This role is performed in an office environment where a computer, telephone and other office equipment are used as needed to perform the duties of the role. 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, creed, religion, national origin, ethnicity, physical or mental disability, sex (including pregnancy, sexual orientation, gender identity or expression, or transgender status), age (40 and over), genetic information (including family medical history), veteran status, or any other protected characteristic. For accommodation to assist with completing this application, please contact Human Resources at 1 314-434-1200. www.mii.com BUILDING COMMUNITIES AND CAREERS TOGETHER WE’RE TURNING JOBS INTO HIGHER CALLINGS At MiTek, we’ve built a best-in-class competitive Total Rewards package that supports the employee on many levels including protection, formal education, financial wellness tools, a recognition platform and all above and beyond our generous healthcare, disability and retirement plans. If you’re looking for more than just a job, join MiTek a place where people come to learn, grow and forge deep lasting relationships with each other and the communities in which we thrive.