Carrier Corporation Costa Mesa , CA 92626
Posted 2 months ago
United States of America
CACOS: Costa Mesa California 2955 Red Hill Avenue, Costa Mesa, CA, 92626 USA
MAS is the provider of the MASterMind suite, one of the world's preeminent security automation software applications. The MASterMind suite provides a fully integrated, enterprise solution for monitored, security service providers and proprietary central stations. For the past 40 plus years, MAS has established a customer list that includes a majority of the largest and most successful organizations in the alarm security industry both in the United States and globally.
Based in Costa Mesa, California, USA, MAS is part of Carrier Global Corporation (NYSE: CARR), a leading global provider of healthy, safe and sustainable building and cold chain solutions.
We are seeking a candidate who is curious about how things work and demonstrates creativity in problem-solving. This person provides software application support primarily for the business modules included in the internally developed MASterMind suite of fully integrated, enterprise solution software that is designed for monitored security service providers and proprietary response centers. The individual will be expected to learn/understand application functionalities, technical components, and product architecture to support the external worldwide customer base.
Resolves customer inquiries by responding to email requests and telephone calls for technical, application, and deployment support.
Works with case management tools providing case monitoring, status updates, documentation, notification, and customer communication.
Reviews, analyze, and, evaluate application functions to instruct and advise users in the use of software, manuals, and other documentation.
Delivers timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
May be assigned special projects, including documentation review, beta participation, product demos, and presenting at technical forums.
Interfaces with R&D resources to bring escalated issues to resolution.
Performs remote customer software upgrades and installations of related hardware.
Experience troubleshooting a variety of application-related customer issues.
Uses analytical skills to troubleshoot customer issues effectively
Enjoys teaching/helping customers to use software tools.
Have knowledge of basic database functionalities(queries).
Must have effective written and verbal communication skills
Able to work independently or collaboratively as part of a team.
Self-motivated; continuously builds skills.
Good knowledge of Microsoft Suite: Word, Excel, etc.
Nice to have:
Basic knowledge of SQL for querying databases.
Some exposure/experience troubleshooting accounting or financial applications.
Multi-lingual (French/Spanish) in addition to English a plus
Knowledge of enterprise applications/Platforms
This role sometimes requires the ability to analyze, diagnose, and resolve critical issues in a very short time frame. For this reason, we have implemented a rotating schedule where team members will be expected to provide on-call coverage during non-business hours and weekends.
Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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