149 applicants

Company

Markem-Imaje · 3 hours ago

Technical Support Level 1 - Hardware/Software

Keene, NH

Full-time

Remote

Entry Level

$24/hr - $29/hr

2+ years exp

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HardwareIndustrial Automation

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Responsibilities

Receives and responds to telephone, Live Chat and email inquiries from customers in need of Software and technical support for all Markem-Imaje printer models.

Develops and expands knowledge of specific customer applications for all company products to better respond to customer issues, problems, concerns and requests.

Develops a detailed understanding of the technical specifications and environmental requirements at customer sites necessary for the optimal installation, operation and maintenance of the company’s products.

Documents all relevant details of the reported problem, diagnostic steps, and resolution to ensure accurate and detailed service history maintained within MI Sales Force System.

Create and update Sales Force cases, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled call backs to customer, where necessary.

Identify sales opportunities for customers that contact the Help Desk, Escalate through the appropriate channels.

Responsible for achieving and maintaining a level of customer satisfaction consistent with Markem-Imaje quality guidelines and objectives.

Develop and maintain technical and operational competency on Markem-Imaje equipment through study, training, hands on use, and field exposure.

Identify and escalate priority issues appropriately.

Perform all required tasks in a timely, professional manner and within service level objectives.

Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers.

Qualification

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Technical SupportIndustrial TechnologyEnglish LanguageMechanical SkillsElectrical SkillsComputer SkillsWindowsSales ForceCustomer ManagementSAPCoding Equipment KnowledgeCustomer Relation Skills

Required

Associate degree from a technical college recommended.

At least two years of experience in industrial technology required and customer management experience.

Excellent technical skills (mechanical, electrical, computer, electronic, etc.)

Computer Skills: Windows, Word, Sales Force and SAP a plus.

Excellent written and spoken English is a must, additional languages are a plus.

Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and appropriate resolutions.

Demonstrate proper phone etiquette.

Excellent oral and written communication skills.

Effective listening skills.

Possesses strong customer relation skills.

Ability to prioritize appropriately and multi-task effectively.

Strong team player.

Demonstrates flexibility.

Ability to work effectively under pressure in a fast-paced, changing environment.

Available to support after hour shift until 11PM, 1-week intervals, 5 times per year.