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Enterprise Technical Support Specialist

2 months ago

Louisville, Kentucky, United States Packsize, LLC Full time
About the Role

Packsize is seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will provide invaluable assistance to our customers throughout North America, engaging them with a helpful balance of compassion and skill to improve and nurture our existing customer relationships.

You will work daily in a diverse, multicultural team focused on bringing out the best in each person while providing exceptional technical support for our customers. We are looking for a motivated and driven individual with an interest in technology who learns quickly and enjoys working with customers and solving problems.

Training on our equipment will be provided for all individuals, and specific training in certain areas may be provided to the right individual. Maintaining an enjoyable working environment for all team members is critical, so we're looking for individuals wanting to work with industry-leading technology in a constructive atmosphere.

Key Responsibilities
  • Answer inbound support calls and collaborate with customers to resolve issues.
  • Determine whether calls can be resolved over the phone or if they must be fixed on-site by a field service engineer.
  • Build and maintain a solutions database, which works in line with the call center scripting and functions as a resource for field service engineers to troubleshoot equipment issues.
  • Function as a resource to field service engineers in their respective job functions.
  • Identify and diagnose problems with little information, including resolving mechanical/software issues, resolving operating system bugs, and reinstalling software or hardware.
  • Enhance the customer's positive experience with Packsize by recognizing their needs and providing solutions.
  • Motivate customers through training how to operate machinery and implement lean principles.
  • Communicate effectively, both internally and externally, and utilize the CRM system to record and schedule engineering functions.
  • Update online database systems in a timely manner to facilitate the flow of machine data and dashboard reporting.
  • Build and maintain call center scripts in the CRM system to support Packsize customer growth.
Requirements
  • BS/BA in a related discipline is strongly preferred.
  • Spanish speaking is a plus.
  • Advanced degrees are a plus.
  • Networking or IT support experience is a plus.
  • 3-5 years of hands-on experience.
  • Experience in diagnosing, solving, and implementing solutions to technical issues.
  • Experience in high-level remote troubleshooting.
  • Completely dependable, excellent at problem-solving and troubleshooting.
  • Proven track record of reliability during hotline shifts.
  • Excellent de-escalation skills to reduce potential dispatches.
  • Self-motivated with a proven track record in managing technical issues and projects.
  • Highly proficient with Packsize technology with a strong attention to detail.
  • Possess strong communication skills and the ability to communicate professionally in written responses to emails and phone communications to customers both internal and external.
  • Must be organized and analytical, able to eliminate obstacles through creative approaches.
  • Proven to possess great time management skills.
  • Familiar and comfortable with high-paced, high-technology environments.
Working Environment and Physical Demands

The following are representative of the typical working environment and physical demands of this position. To successfully perform the essential functions of this job, you will be required to:

  • Communicate with others to exchange information.
  • Work within a production facility, warehouse, or manufacturing environment.
  • Work in a noisy environment at various temperatures.
  • Remain in a stationary position, often standing for prolonged periods.
  • Move objects (equipment, machinery, and products) up to 50 lbs.
  • Ascend and descend ladders, stairs, scaffolding, ramps, steps stools, and the like.
  • Perform tasks that require you to bend, stretch, push, pull, carry, and reach.
What We Offer

Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran's status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.