Technical Support Engineer

Role Overview

• Provide invaluable assistance for Packsize customers throughout North America.
• 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.
• 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.

Benefits

• Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.
• Committed to diversity in its workforce.