Support Engineer

• Provide technical support to customers via phone, email, chat, and remote assistance
• Troubleshoot and resolve customer issues related to services in a timely and efficient manner
• Document and track customer inquiries, reported problems, and solutions
• Create and maintain technical documentation, knowledge base articles, and FAQs to assist customers and internal teams
• Assist in testing new service releases and updates to ensure quality and reliability.
• Participate in on-call rotations and after-hours support as needed
• Collaborate with cross-functional teams to escalate and prioritize customer issues, driving timely resolution
• Identify and communicate service improvements or enhancements based on customer feedback and support experiences to internal teams
• Collaborate with other departments, such as product development and sales, to address customer needs and concerns effectively, * Ability to pass individual background check and drug screenings, when required*
• Operate in accordance with all DataBank information security policies and procedures
• Understand and acknowledge all job responsibilities relating to information security and protecting sensitive company and/or client information
• Execute information security processes and procedures as required based on job functional responsibilities
• Protect information assets from unauthorized access, disclosure, modification, destruction or interference
• Report information security events, incidents, and any other risks identified to designated company resources

• High School Diploma/GED
• A minimum of 2 years’ experience with Technical Support
• A minimum of 1 year experience with OnBase, ECM platforms/solutions and other workflow automation tools
• Analytical mindset with the ability to interpret data and drive actionable insights
• Strong analysis, judgment and problem solving skills
• Excellent written, listening, and verbal communication skills including interpersonal, negotiation, and conflict resolution
• Strong software and information technology knowledge base
• Works well in a team environment
• Ability to work well in a fast-paced work environment
• Strong telephone presence and speaking skills

Pulled from the full job description

• Parental leave
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, At DataBank, we focus on Benefits that cover your health, well-being, family, and future. Our comprehensive suite of Benefit options is offered to make it easier to stay physically, emotionally, and financially healthy. Some of our Benefits and Total Rewards Program includes:
• Salary
• Medical/Dental/Vision Insurance
• Disability & Life Insurance
• 401k Retirement Plan
• Flexible Spending
• Health Savings Account
• Parental Leave
• Generous PTO
• Volunteer PTO
• Company Paid Holidays
• Career Advancement opportunities
• Company-wide bonus program & merit program

DataBank IMX is a growing, thriving company on a mission to create remarkable business solutions for our customers through better data and process automation. As North America’s leading end-to-end business process solution provider, our 600+ employees across 36 states are the heart of our success - incredibly dedicated and passionate about data analysis, problem-solving, cloud computing, AI, and the future of technology. Our people are committed to our customers in everything that we do. That is the DataBank difference.