Technical Support Engineer I

Job Description

Looking for a experienced Technical Engineer to support Plex-Rockwell Products with troubleshooting issues and providing appropriate resolutions to the customers. Your Responsibilities: Respond to customer product inquiries by telephone or in written internet-based email or chat sessions. Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills, technical product expertise are critical to responding to daily customer-centric activities. Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Document customer information and recurring technical issues to support product quality programs and product development. Escalate requests in a timely fashion and to the correct product team. Researching the ERP database to understand problems; use SQL for queries Manage work queues within Service Cloud to comply with Service Level commitments. Provide functional and technical guidance to customers on new enhancements, modules, and features. Advise customers about available service(s) and assess customer needs. Use and enhance Knowledge Management System. Build formal and informal relationships with customers and internal team members such as sales, development, analyst, etc. You will report to MANAGER, SUPPORT SERVICES The Essentials - You Will Have: Minimum of 2 years of previous technical support service experience within a highly technical environment or a Bachelors degree in a STEM major (Science, Technology, Engineering or Mathematics) SQL /Database experience required ODBC, WebFocus, REST/JSON/SOAP API knowledge preferred. Previous Plex/RA experience with VisionPlex, IntelliPlex, SQL Development Studio a plus Proficient English language communication skills (written and verbal). Experience using or supporting an ERP/MRP system preferred The Preferred - You Might Also Have: Demonstrated experience troubleshooting customer escalations within a ticketing-based workflow, while achieving SLA requirements Proficiency in MS Office, with an emphasis on Excel What We Offer: Our benefits package includes Comprehensive mindfulness programs with a premium membership to Calm Volunteer Paid Time off available after 6 months of employment for eligible employees. Company volunteer and donation matching program - Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation. Employee Assistance Program Personalized wellbeing programs through our OnTrack program On-demand digital course library for professional development