Technical Support Representative

Popis pozice

Popis pozice

WHAT’S YOUR IMPACT?

• ▪Provide excellent customer support for customers using PLEX, including answering questions, explaining products and services, analyzing and troubleshooting, testing and implementing software enhancements
• ▪Diagnosing difficult issues with complex software configurations
• ▪Researching the ERP database to understand problems; using SQL for queries
• ▪Gather information, research and manage user support requests
• ▪Escalate requests, as needed, in a timely fashion and to the correct product team
• ▪Manage work queues within Service Cloud to comply with Service Level commitments
• ▪Manage timelines and deliverables with internal departments and customers
• ▪Provide functional and technical guidance to customers on new enhancements, modules and features
• ▪Advise customers about available service(s) and assess customer needs
• ▪Utilize and enhance Knowledge Management System
• ▪Build formal and informal r elationships with customers and internal team members

IS IT IN YOU?

• ▪Minimum of 2 years of previous technical support service experience within a highly technical environment or a B achelor’s degree in a STEM major (Science, Technology, Engineering or Mathematics)
• ▪Proficient English language communication skills (written and verbal). Fluency in languages such as Mandarin, Japanese, Polish or German preferred
• ▪Experience using or supporting an ERP/MRP system preferred
• ▪Demonstrated experience troubleshooting customer escalations within a ticketing-based workflow, while achieving SLA requirements
• ▪Proficiency in MS Office, with an emphasis on Excel
• ▪Willing to work in a rotational shift including non-standard hours , depending on business needs
• ▪EDI knowledge preferred
• ▪Candidates must be in the Czech Republic or be authorized to live and work therein

O firmě