Technical Support

Responsibilities

• Import and manage data for vending, VMI, warranty/repair, RFID, and other software applications
• Train customers on vending, VMI, warranty/repair, RFID, and other software
• Cook up customer requests for technical support, working through to conclusion
• Provide technical expertise to branches & customers to resolve system and machine issues
• Document all support tickets including corrective action, closure comments
• Add information to the online Knowledge Base
• Aid other Mi IMS Technical Support personnel with support calls
• Absorb customers in setting up access to the system (i.e. CribMaster Web)
• Work with CribMaster and customer to develop custom reports
• Advise Motion IT and 3rd party software providers about enhancements and bugs
• Collaborate with Sales to help define technical requirements for installations or custom work
• Address customer inquiries promptly
• Ensure ongoing follow-up for issue resolution as required
• Evaluate vending inventory usage and levels and recommend optimized inventory configuration

Qualifications

• Bachelor's degree or equivalent or two years of work experience troubleshooting systems for customers
• Understanding of computer hardware, networks, server setup, e-mail functions, security, and LAN protocols
• Experience and knowledge of SQL, MSSQL, Crystal Reports a plus
• Strong working knowledge of MS Office products including Excel, Word, Outlook
• Familiarity with manufacturing and inventory management a plus
• Experience in troubleshooting software and hardware over the phone or via e-mail
• Effective communicator with ability to explain things logically while maintaining a professional demeanor in stressful situations
• Ability to grasp software concepts and learn quickly
• Solid understanding of software and analytics to analyze and interpret data
• Critical thinking and problem solving ability synthesize findings from analysis and draw conclusions
• Strong written and verbal communication skills to manage across functions at various levels
• Self-motivated with the desire to succeed and motivate others