Job Details
A Helpdesk Technician provides the Company customers with excellent technical support for our proprietary software suite which includes CAD, CAM, Nesting, Manufacturing Execution and Enterprise level systems for the Metal Fabrication industry. The ideal candidate will have knowledge of CAD software and an awareness of Manufacturing Machine Tools.
The right candidate will have:
- Quick-thinking nature to troubleshoot new and critical technical issues as they arise
- Strong drive to provide excellent customer service
- Empathy for our customers and respect for their time
- Strong task prioritization and time management skills
- Drive to continuously expand knowledge of our software systems
Principle Duties & Responsibilities:
- Answers technical support requests via telephone, email, and web meetings
- Provides advanced troubleshooting
- Scheduling appointments with customers for software installation and updates
- Resource answers from Product Managers
- Follow up with customers in a timely manner
- Coordinate with other team members working with the customer
- Some travel including overnight travel for projects in USA, Canada, Mexico and Europe
- Other duties related to software may be assigned including customer training and sales demonstrations