Engineer, Technical Support

About the role

A Technical Support Engineer (TSE) provides invaluable assistance for Packsize customers throughout North America. Only a phone call or email away, the TSE team engages our customers with a helpful balance of compassion and skill to help improve and nurture our existing customer relationships. A TSE finds themselves working daily in a diverse, multicultural team focused on bringing out the best in each person while working towards providing exceptional technical support for our customers. Looking for a motivated and driven individual with an interest in technology that learns quickly and enjoys working with customers and solving problems.

Responsibilities

• 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.
• The solutions database works in line with the call center scripting and also functions as a resource for field service engineers to troubleshoot equipment issues.
• 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.
• 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.

Qualifications

• Working knowledge of Packsize technology with a strong attention to detail.

Skills

• Technical support experience.
• Problem-solving skills.
• Communication skills.

Benefits

Not specified.

Pay

$28-$30/hr; however, Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills.

Schedule

Not specified.