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Customer Support Technician

2 months ago

Louisville, Kentucky, United States Packsize Full time
Customer Support Technician - Internship (Onsite)

About Packsize

Packsize is transforming the packaging landscape for businesses and their clients globally. We innovate technology, craft tailored solutions, and streamline processes that drive the industry forward. For us, packaging transcends mere containment; it embodies delivering optimal value for our clients, their customers, our workforce, and the environment.

About the Role

The Customer Support Technician (CST) will be tasked with delivering remote technical support for Packsize clients from our dedicated call center. The CST will manage incoming customer inquiries and utilize a ticketing system to document and monitor client issues. The role involves remotely troubleshooting a range of technical challenges impacting Packsize users.

Key Responsibilities
  • Respond to incoming support inquiries and engage directly with clients to resolve their concerns.
  • Assess whether issues can be addressed remotely or require on-site intervention by a field service technician.
  • Develop and maintain a solutions repository that aligns with call center protocols and serves as a resource for field service technicians.
  • Act as a support resource for field service technicians in their operational duties.
  • Diagnose and resolve issues with minimal information remotely, including mechanical/software problems and operating system bugs.
  • Apply mathematical skills, particularly geometry, to design packaging solutions and optimize machine functionality.
  • Enhance customer satisfaction by understanding their needs and providing effective solutions.
  • Guide clients through machinery operation and the implementation of efficient practices.
  • Communicate effectively with internal teams and clients, utilizing the CRM system for tracking and scheduling engineering tasks.
  • Timely update the online database to ensure seamless data flow and reporting.
  • Develop and maintain call center scripts within the CRM system to support customer engagement.
Qualifications
  • A bachelor's degree in a relevant field is preferred.
  • Familiarity with servo drives, pneumatic systems, and 480 3-phase power.
  • Experience with Windows operating systems and PLCs, with the ability to troubleshoot issues both remotely and on-site.
  • Proficient in Windows-based computing.
  • Strong work ethic and time management skills, with prompt communication.
  • Experience in lean manufacturing and batch production is advantageous.
  • Prior experience in a high-paced customer support environment is preferred.
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:
  • Remain seated or standing at a desk for extended periods, primarily engaging in sedentary work.
  • Communicate with others to exchange information effectively.
  • Operate standard office equipment, which may involve repetitive motions of the wrists, hands, and/or fingers.
  • Perform tasks that require bending, reaching, pushing, pulling, lifting, and carrying to move objects.
What We Offer

The hourly compensation for this position ranges from $18.00 USD to $21.00 USD; however, Packsize considers various factors when determining salary, including the specific role, associated responsibilities, the candidate's prior experience, education, and any specialized skills.

Packsize is an Equal Opportunity employer committed to fostering diversity within our workforce. We encourage individuals from historically underrepresented groups to apply.