Technical Support Associate

Tech Support Associate

Provides analytical and operational support to the technical service team by monitoring performance metrics, managing service data, and assisting with issue resolution.

Ensures accurate documentation, trend analysis, and process improvement to enhance customer experience and team efficiency.

• Uses knowledge-based discretion and influences others at a moderate level
• Performs a range of tactical, operational, and some strategic assignments related to job discipline

Requires working knowledge and experience in own job discipline and broadens capabilities.

• Schedule: Working a 12 hour rotating 4 days on and 4 days off work week with a scheduled on-call rotation

Tasks and Qualifications:

• Supports frontline teams by researching and documenting solutions for common issues
• Assists in troubleshooting basic technical problems under guidance from Professionals or Experts
• Affirms accurate and timely updates in ERP and ticketing systems (SAP, Oracle, Jira)
• Create and maintain knowledge base articles and troubleshooting guides
• Affirm all service activities are properly logged and documented for compliance
• Afford assistance in developing training materials for new processes and tools
• Provide status updates to customers on non-critical issues when required
• Support communication between technical teams and customers for data-driven insights
• Help ensure customer satisfaction through accurate and timely information
• Participate in process improvement initiatives using Lean or Six Sigma principles
• Suggest automation opportunities for reporting and ticket management
• Contribute to system reliability and performance improvement projects

Qualifications:

• Associate degree in Engineering, IT, or related field (Bachelor’s preferred)
• 1–3 years of experience in technical support or data analysis
• Strong proficiency in Excel and familiarity with BI tools (Power BI, Tableau)
• Basic understanding of automated systems and ERP platforms
• Excellent analytical, organizational, and communication skills
• Ability to work in a fast-paced environment and manage multiple priorities

We offer:

• Career Development
• Competitive Compensation and Benefits
• Pay Transparency
• Global Opportunities

Learn More Here: Dematic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.