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.