Software Support Tech

POSITION SUMMARY

Take incoming calls/email from Amada software customers and provide technical support of Amada Software Solutions currently being sold.

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Talk clients through a series of actions, preferably  via phone or email and chat, until they’ve solved the technical issue
• Properly escalate unresolved issues to appropriate internal teams or individuals
• Provide prompt and accurate feedback to customers
• Refer to internal database and or documents  to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with customers to ensure their issues are fully functional after troubleshooting
• Document technical knowledge in the form of notes, manuals, documents or video
• Maintain a professional relationship with customers

·     Demonstrate commitment to an Injury-Free Environment by actively participating in company safety programs.

·     Comply with all aspects of the corporate environmental, health and safety program.

Software Support Supervisor

Software Support Manager

General Manager

None

Proven work experience as a Technical Support Technician, Desktop Support Technician, IT Help Desk Technician or similar role

Hands-on experience with Windows OS environments

Good understanding of computer systems and other tech products

Ability to diagnose and troubleshoot basic technical issues

Familiarity with remote desktop applications

Excellent problem-solving and communication skills

Ability to provide step-by-step technical help, both written and verbal

Have sheet metal experience with programming background.

Ability to read blue prints and interpret for fabrication.

Knowledge of measurement instruments.

Proven self-starter with high sense of ownership and initiative.

Occasional

LIFTING:  Average Weight: 25 lb.                  Frequency: Daily