Technical Support Representative

WHAT’S YOUR IMPACT?

• Provide excellent customer support for customers using PLEX, including answering questions, explaining products and services, analyzing and troubleshooting, testing and implementing software enhancements
• Diagnosing difficult issues with complex software configurations
• Researching the ERP database to understand problems; using SQL for queries
• Gather information, research and manage user support requests
• Escalate requests, as needed, in a timely fashion and to the correct product team
• Manage work queues within Service Cloud to comply with Service Level commitments
• Manage timelines and deliverables with internal departments and customers
• Provide functional and technical guidance to customers on new enhancements, modules and features
• Advise customers about available service(s) and assess customer needs
• Utilize and enhance Knowledge Management System
• Build formal and informal relationships with customers and internal team members 

IS IT IN YOU?

• Minimum of 2 years of previous technical support service experience within a highly technical environment or a Bachelor’s degree in a STEM major (Science, Technology, Engineering or Mathematics)
• Proficient English language communication skills (written and verbal).  Fluency in languages such as Mandarin, Japanese, Polish or German preferred
• Experience using or supporting an ERP/MRP system preferred

• Demonstrated experience troubleshooting customer escalations within a ticketing-based workflow, while achieving SLA requirements
• Proficiency in MS Office, with an emphasis on Excel
• Willing to work in a rotational shift including non-standard hours, depending on business needs
• EDI knowledge preferred
• Candidates must be in the Czech Republic or be authorized to live and work therein