Technical Support

Scanco has an excellent opportunity for an entry level candidate or someone with just a few years of experience to work in their Customer Support department.  The incumbent will offer support and technical assistance to customers using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers. 

Key Job Duties include but not limited to: 

• Specialized in installations and complete customer onboarding tasks. 
• Triage tickets for proper assignment and first call to customers within 1 hour. 
• Responding to level 1 assigned ticket queries via chat, email, or phone. 
• Providing technical assistance for level 1 assigned ticket questions and problems. 
• Diagnosing system errors and other issues. 
• Following up with customers to ensure full resolution of issues. 
• Running reports to analyze common complaints and problems. 
• Installing or changing software to fix issues. 
• Remotely accessing hardware or software for clients to make changes and fix problems. 
• Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods. 
• Nights and weekends may be needed on a scheduled basis  

Skills and Qualifications:  

• Strong computer skills and the ability to troubleshoot and diagnose problems. 
• Familiarity with PC and Mac hardware and software. 

• Familiarity with performing SQL statements 
• Experience with network repairs and analysis. 
• Strong Customer Service Skills. 
• Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience. 
• Good writing and editing skills to aid in writing and updating manuals, how to troubleshoot problems, and specific knowledge of other required computer systems for different work environments. 
• Ability to work independently without daily support or direction. 

Required Education: 

Bachelor’s degree in computer science or similar discipline or comparable work experience. 

Other Requirements: 

Sage 100 experience preferred. 

Manufacturing experience desirable. 

Warehouse and distribution experience desirable.