Technical Support Engineer
Packsize
full-time
Posted on:
Location Type: Office
Location: Louisville • Kentucky, Utah • 🇺🇸 United States
Visit company websiteSalary
💰 $28 - $30 per hour
Job Level
Mid-LevelSenior
About the role
- Answer inbound support calls and collaborate with customers to resolve issues
- Determines whether calls can be resolved over the phone or if they must be fixed on-site by a field service engineer
- Builds and maintains a solutions database
- Functions as a resource to field service engineers in their respective job functions
- Identify and diagnose problems with little information
- Problem-solving tasks may include 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 system in a timely manner to facilitate the flow of machine data and dashboard reporting
- Builds and maintains call center scripts in the CRM system to support Packsize customer growth
Requirements
- BS/BA in related discipline is strongly preferred
- Spanish speaking is a plus
- Advanced degrees are a plus
- Networking or IT support experience 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 Technical Support 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
- 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
Benefits
- Equal Opportunity employer
- Committed to diversity in workforce
- Reasonable accommodations in the application process
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
problem-solvingdiagnosing technical issuesremote troubleshootingmechanical troubleshootingsoftware troubleshootingoperating system bugs resolutionsoftware installationhardware installationCRM system utilizationdatabase management
Soft skills
communicationcustomer servicede-escalationself-motivationtime managementorganizationanalytical thinkingcreativitycollaborationtraining
Certifications
BS/BA in related disciplineadvanced degrees