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Kahler Automation · 2 months ago

Software Support Specialist

Fairmont, MN

Full-time

Onsite

New Grad, Entry Level

$26/hr - $40/hr

0+ years exp

Kahler Automation Corporation is seeking a Software Support Specialist to assist customers with software-related issues primarily over the phone. The role involves diagnosing problems, providing technical assistance, and ensuring customer satisfaction through effective communication and support.

Industrial AutomationManufacturing

Responsibilities

Provides phone support for Kahler customers primarily related to Kahler-produced software

Installs or assists service personnel in installing software, hardware, and peripheral components such as monitors, keyboards, printers, and disk drives on the user's premises

Responds to customer inquiries related to Kahler software

Refers major software problems to the Group Leader or Phone Support Manager for remediation

Loads specified software packages, such as Kahler-written software, operating systems, and drivers, onto customer computers

Enters commands and observes system functions to verify correct system operation

Responds to client inquiries concerning systems operation and diagnoses system software, hardware, and general operator problems over the phone

Instructs users in the use of equipment, software, and manuals

Recommends or performs minor remedial actions to correct problems

Provide customers or internal company groups with help desk, network services, or other information systems

Provide status updates and completion information to the Phone Support Manager via HubSpot data entry, voicemail, e-mail, or in-person communication

Effective communication and decision-making assist customers in diagnosing and resolving issues associated with Kahler equipment

Accommodate in-house software testing for Software Engineering and provide a written report of problems or bugs encountered internally or in the field

Completes ERP documentation before the end of each day as needed. Reports will reflect the time worked and all supplies and materials used

This Job description is not comprehensive, and all employees must be flexible, and willing to perform other duties as assigned by their supervisor

Qualification

Kahler software supportTechnical troubleshootingComputer programmingMicrosoft WordMicrosoft ExcelNetworking knowledgeCustomer serviceLogical reasoningEffective communicationProblem-solvingTeam collaboration

Required

Associate degree (A. A.) or equivalent from a two-year college or technical school in computer programming, networking, electronics, CompTIA A+ or equivalent; or six months to one year related experience and/or training; or equivalent combination of education and experience

To perform this job successfully, an individual should know Microsoft Word, word processing software, and Microsoft Excel spreadsheet software

Understanding of operating systems, networking, and peripherals

Connect to other networks remotely

Must use a logical decision-making process to understand and diagnose customer issues over the phone

Ability to define problems, collect data, establish facts, and draw valid conclusions

Ability to interpret various technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume

Ability to apply concepts of basic algebra and geometry

Must communicate effectively with clients who may be under considerable stress

Must listen effectively to understand customers' issues and effectively communicate solutions that customers can understand and implement

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations

Ability to write reports, business correspondence, and procedure manuals

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public

Valid Driver's License

The employee must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell

Must be able to accurately discriminate among colors