{"id":799299,"url":"https://alion.io/job/scheduleengine-technical-support-specialist","title":"Technical Support Specialist","company":{"id":689783,"name":"Schedule Engine","domain":"scheduleengine.com","url":"https://alion.io/company/scheduleengine","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":49000,"max_usd":124000,"period":"year","method":"role_country_seniority_unknown","sample_n":2276},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"JavaScript","optional":false},{"name":"MS SQL","optional":false},{"name":"VPN","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2021-02-11T18:28:54Z","employer_posted_date":"2021-02-11","last_verified_at":"2026-11-04T21:29:41Z","board_verified":true,"closed_at":null,"days_open":2092,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":2091},"description":"About the Job\nSchedule Engine is looking to hire Technical Support Specialists who pride themselves on providing world-class client experiences.\nAs a technical support specialist, you love being the front-line contact and #1 support for our clients.\nYou are able to quarterback supporting our clients from your first interaction through to completion with style and grace. You are the client’s friend, mentor, liaison, information provider, and overall right-hand throughout their relationship with Schedule Engine.\nWhile this role will primarily maintain normal office hours, given the on-call nature of support, we expect employees to be flexible and open to address issues outside of normal office hours.\nKey Responsibilities\nSupport clients throughout their lifecycle with Schedule Engine.\nManage a rotating roster of concurrent client relationships, each at a different stage of development and subscribed to different product bundles. \nWork with production computer servers and workstations.\nDocument and maintain client records, particularly with regards to support requests.\nUnderstand client use cases and provide expertise on how Schedule Engine can be leveraged to meet and exceed their goals.\nAssess the need for software feature enhancements and document as needed; partner with product and development teams as the voice of the customer.\nDocument development tasks/bugs and share requirements and for the development/product team.\nParticipate in daily agile standup meetings, sharing status of client implementations as they pertain to development team workload.\nAbout You\nStrong verbal and written communication skills. \nExceptional presentation and facilitation skills. \nHigh level of attention to detail and process minded. \nAbility to be assertive, proactive and self-motivated. \nCreative problem-solving skills. \nExperience in a Support / Implementation / Account management role at an enterprise software or SaaS software company; alternatively, experience working for contractor home services, such as HVAC, Electrical or Plumbing trades in managerial or supervisory role. \nExpertise with databases, networks, and operating systems. \nFundamental business knowledge that helps you better understand our clients’ needs and our business priorities. \nSpecific Requirements\nTechnical skills/experience: Microsoft SQL Server, Windows Server operating systems, Networking, VPN, & firewall configuration, Remote connection technologies (RDC, RDP, LogMeIn, etc), Javascript & HTML\nProven customer support, client service, or direct client-facing experience and skill. \nHungry to be part of something new, innovative and industry-changing - understanding the work and focus that requires. \nStrong contact handling skills across phone, live chat, and email is essential, including active listening, grammar, spelling, and typing speed. \nFamiliarity with CRM systems and practices. \nCustomer-oriented, with an ability to adapt and respond to different personalities. \nExcellent communication and presentation skills. 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