Manufacturing Support Specialist

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  Conferring with customers via phone, email, or chat to identify technical or system issues, troubleshoot, repair, and test solutions, documenting findings and escalating when necessary.

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  Following established procedures to resolve client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.

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  Responding to complex cases where standard procedures may not apply, using strong technical knowledge and customer-centric communication to deliver effective solutions.

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  Staying current with software updates and changes to ensure timely and accurate support to customers.

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  Assisting with system setup, configuration, and the use of programming or integration tools that aid in customization, extension, and integration of products.

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  Collaborating with internal departments such as customer experience and sales to address and resolve customer concerns.

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  Supporting team members by mentoring and sharing best practices, and contributing to the department’s knowledge base and FAQs.

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  Strong problem-solving and troubleshooting skills

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  Excellent communication skills, both verbal and written

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  Customer service orientation and the ability to manage multiple priorities

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  Knowledge of software application fundamentals and related business processes

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  Ability to work independently and collaboratively in a fast-paced, high-volume environment

• 3+ years of applicable experience in technical support or a related field

• Experience in SaaS or e-Commerce environments

• Strong analytical and technical skills with experience troubleshooting SQL or ERP systems

• Adaptability and willingness to learn new technologies and processes

• Comfortable working with performance targets and service-level expectations

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