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Software Technical Support

3 months ago

Milwaukee, United States TIER4 GROUP Full time
Job DescriptionJob Description

Title: Software Account Manager & Technical Support

Location: Milwaukee, WI 4 days a week onsite

Type: Full-time

Industry: Manufacturing

Perks: Competitive Base, bonus, benefits


Our Milwaukee-based client is seeking a Software Account Manager & Tech Support who will provide technical assistance and support to LINK360 users on both the web and apps. You will respond to telephone or email queries, isolate problems, and assist users in implementing solutions.


You will also serve as a backup trainer for both new and existing clients in the understanding, implementation, and proper use of the LINK360 software and provide training generally via web meetings.You will be responsible for the renewal of LINK360 annual subscriptions within an assigned territory.Works with the customer and/or distributor to provide timely quotes ensuring that the customers account does not expire.



What youll be doing:

  • Maintain current technical knowledge on the LINK360 software and app, including all new releases and tools that support the product.
  • Monitor and responds quickly and effectively to requests received via phone or email.
  • Assess customer issues and identify resources and tools to provide solid solutions with an emphasis on minimizing customer impact.
  • Log all customer interactions in saleforce.com, maintaining detailed records.
  • Develop relationships with customers and use product and process knowledge to provide an unrivaled customer experience.
  • Participate in product improvement and development through collaboration with customers, peers, and the R&D team.
  • Drive goals through individual metrics and have a strong understanding of department, team, and individual goals.
  • Familiarize with lockout/tagout safety and how our products help users achieve and maintain compliance and safety guidelines.
  • Manages multiple priorities without compromising effectiveness and quality.
  • Manages time efficiently to strive for the most effective use of time and company resources.
  • Displays a proactive approach to all matters as they relate to responsibilities related to this position.


What you'll need to be successful:

  • Fluent in English and Spanish.
  • At least three to five (3-5) years of relatable experience managing customer accounts, providing technical support, or providing training in a software-related product.
  • Bachelors degree in business, computer science, or a related field or an equivalent combination of education and experience.
  • Ability to troubleshoot and diagnose problems.
  • Ability to communicate effectively to differing customer skill levels.
  • Ability to problem solve, and apply critical thinking and analysis.
  • Attention to detail and highly adaptable to a changing, fast-paced environment.
  • Prior knowledge of lockout/tagout, machine safety, or other safety-related software products is a plus.


Benefits:

  • Complete insurance coverage with many starting on the first day of employment medical, dental, vision, life.
  • Family benefits (parental leave, fertility coverage, adoption, and surrogacy assistance); Employee Assistance Program (behavioral health, family counseling).
  • 401K with company match.
  • Tuition reimbursement.
  • Paid vacation and holidays.
  • Dress for your day dress code.