Technical Support Specialist
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Job Location:
Fort Worth, TX - USA
Hourly Salary:
$ 33 - 41
Posted on:
Yesterday
Vacancies:
1 Vacancy
Department:
Job Summary
Job Details
Description
The Technical Support Specialist plays a key role in delivering exceptional assistance to end users by ensuring timely resolution of service requests. This position is responsible for accurately documenting each step of the support processfrom identifying and prioritizing issues to resolving themwhile monitoring tracking and coordinating time spent on each request. As part of the Duravant Family of Companies we proudly support global Diversity Equity and Inclusion initiatives and participate in Doing Good programs that strengthen our communities.
- Compensation: We offer competitive compensation
- Benefits: We have comprehensive benefit packages designed to support our employees health well-being and financial security
- Development: We have education and training programs which include an educational assistance program
- Time Off: We offer paid holidays and paid time off
- Driven Team Members: We have a cross-functional collaborative environment focused on delivering results
- Core Values: Our core values are Teamwork Respect Integrity Winning Spirit and Sense of Urgency
- Culture: We are driven by our number one asset - our employees and their successes
- Doing Good: We love to be active members of our community! We have several volunteer opportunities throughout the year.
KEY RESPONSIBILITIES & QUALIFICATIONS
- Respond to technical support inquiries via phone and email ensuring timely and courteous resolution.
- Document service tickets accurately for tracking analysis and continuous improvement.
- Assign escalate and follow up on issues per established policies and service level agreements.
- Monitor and verify fixes; access resources such as updates drivers and knowledge bases to aid resolution.
- Provide after-hours and occasional onsite support as scheduled.
- Act as liaison between customers and internal teams (engineering service parts).
- Communicate status updates to requestors throughout the resolution process.
- Recommend training programs to improve end-user system literacy.
- Create and publish technical bulletins for troubleshooting and setup assistance.
- Adhere to safety and security procedures and report unsafe conditions.
- Ability to work on and familiarity with multiple NPI systems and advanced PC knowledge
- Familiarity with NPI Shared drive resources and how to access them
- Ability to read interpret schematics and machine drawings
- Ability to conduct research into a wide range of issues as required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly language to non-technical staff and end users
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Experience working in a team-oriented collaborative environment
POSITION REQUIREMENTS:
- EDUCATION: Technical or Associates Degree preferred
- EXPERIENCE: 3 years of in-field service experience or troubleshooting support for conveying equipment
- Sound judgement
- Effective interpersonal skills with ability to build relationships and interact with all levels of the organization
- Strong analytical problem solving and decision-making skills
- High degree of professionalism with strong communication. leadership skills and teamwork orientation
- Computer skills: Limble Sales Force MS Office (Word Excel Outlook PowerPoint) and ability to learn ERP Systems (Syspro); Excel skills should be at the expert level with a high level of experience with pivot tables VLOOKUP etc.
- Must be able to travel periodically
PHYSICAL REQUIREMENTS:
While performing the duties of this job the employee is regularly required to communicate. The employee is frequently required to stand sit and walk. Specific vision abilities required by this job include close vision and color vision.
Required Experience:
Senior IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Marlen enables customer success through trusted and robust food processing solutions, application know-how, process expertise and engineering customization.
