Prinect Technical Support Analyst
Prinect Technical Support Analyst
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1 Vacancy
Job Description
Who are we:
Heidelberg USA is a reliable and highly innovative partner to the printing industry. Our brand has been synonymous with quality and future viability for more than 170 years. This means that we are a company with a long tradition but at the same time we help define the future trends in our industry thanks to stateoftheart technologies and innovative business ideas. We are dedicated to our equipment our technology our associates and our customers. Come join the team!
Are you looking for a challenge Thats what we offer!
Prinect Technical Support Analyst
What we are looking for:
We are seeking a Technical Support Analyst to provide first and secondlevel technical support for Print Production workflow software. This role involves using webbased support tools and occasional onsite visits as required. A selfstarter with excellent communication skills capable of explaining complex software functionalities in an easytounderstand manner will succeed in this position. Knowledge sharing and clear documentation and are also key aspects of this role.
What you will do:
- First Level Support: Provide direct support to customers. Resolve technical and operational issues while maintaining high customer satisfaction. Document service interactions thoroughly.
- Second Level Support: Assist team members in solving escalated customer problems within your area of expertise. Communicate solutions effectively and collaborate with regional resources to ensure prompt resolution of technical issues. Gather information and insights across product lines.
- Problem Resolution: Evaluate and resolve customer problem job files engaging global support teams when necessary. Review each job thoroughly to identify issues or discrepancies provide detailed documentation and analysis test solutions and follow through to completion.
- Documentation: Write userfriendly technical documents and procedures including troubleshooting instructions. Share solutions and best practices with the team.
- Onsite Support: Travel to customer/vendor sites to resolve issues and attend technical and product training as needed.
What you need:
- Experience with HEIDELBERG Prepress software preferred
- Minimum of 3 years in technical support or a similar role preferably with experience in prepress software support and/or production in a printshop
- Understanding of all aspects of print production including prepress digital offset printing postpress and CtP
- Strong knowledge of networking and Windows and Mac OS
- Experience troubleshooting print shop IT infrastructure
Ideal Candidate:
- Thrives in a fastpaced environment
- Passionate about learning and sharing knowledge
- Excellent problemsolving skills
- Strong communication abilities
- Ability to work independently and as part of a team
Location: Kennesaw GA
Travel
- Less than 10
Benefits:
- Medical dental and vision coverage eligibility from day 1
- Short and longterm disability coverage offered
- 401 (K) plan with employer match
- Life insurance coverage offered
- Vacation Sick and Personal Time Off offered
- 10 company holidays
- 4 floating holidays
- Career advancement opportunities
- Learning and training
- Collaborative work environment
- Endless opportunities
ADA: Heidelberg will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
OSHA: Heidelberg provides a workplace free from serious recognized hazards and complies with standards rules and regulations issued under the OSH examines workplace conditions to make sure they conform to applicable OSHA ensures employees have and use safe tools and equipment; and properly maintain such equipment.
EEO/AA Statement: Heidelberg is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Heidelberg are based on business needs job requirements and individual qualifications without regard to race creed color religion or belief national social or ethnic origin citizenship status sex (including pregnancy) age physical mental or sensory disability HIV status sexual orientation gender identity and/or expression marital civil union or domestic partnership status past or present military service protected veteran family medical history or genetic information family or parental status or any other status protected by the laws or regulations in the locations where we operate. Heidelberg will not tolerate discrimination or harassment based on any of these characteristics.
Pay Transparency Nondiscrimination Provision: Heidelberg will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information.
Good to know: Rarely are there candidates who fulfill all requirements 100. Even if you dont fulfill all requirements we look forward to receiving your application in any case.
Required Experience:
IC
Employment Type
Full-Time
