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A well-established technology Company with a benchmark brand in healthcare, wearable technologies, apparel, anthropometrics, human factors, and security sectors and a worldwide customer base is looking to recruit a Pre-Sales Support Analyst to join the team. Now entering a period of extensive growth, the Company has a great opportunity for a self-motivated, detail-oriented individual to take a leadership role in ensuring that the Company’s 3D systems and software continue to be world-class products.
contact Beth Rennecker 972-454-4414 beth.rennecker@otstaffing.com
Responsibilities and Duties.
As a Pre-Sales Support Analyst, this individual will join the Customer Support team as a technical representative to assist customers with technical support and software training. Working closely with customers, re-sellers, and sales prospects, this person will also assist our Sales team in developing electronic pre-sales materials, as well as conducting remote product and software demonstrations. Here is an overview of the general responsibilities and duties for this role:
Pre-Sales and Technical Support.
- Understand and expertly utilize client portfolio of software products
- Work with potential and current customers and re-sellers to identify the technology needs and benefits for their specific application
- Do case work-ups of these findings with the client software
- Present the information in a clear and concise manner back to the customer in written and presentation materials
- Responsible for the creation and maintenance of technical documentation for client portfolio of software products
- Train customers and re-sellers online and in person on portfolio of products
- Work with customers to modify and customize tools within portfolio of software products such as measurement and analysis templates
- Work closely with Sales team to understand and help communicate functional and technical product benefits to sales prospects and customers
- Work closely with customers, re-sellers and sales prospects to understand requirements and produce associated support materials
- Develop and maintain presentation and electronic materials to support Sales activities such as industry speaking engagements, conferences/tradeshows, etc
- Support and maintain product demonstration facility space, including leading remote product demonstrations and training via webcam.
- Provide timely and exceptional technical support (issue identification and resolution) remotely to clients and re-sellers for our systems via phone, email, and remote access.
- Use deductive problem-solving skills to investigate and resolve a broad range of issues and questions each day
- Analyze each support request for root cause, determine if the issue could be avoided by changes in the system, software or workflow processes; outline change recommendations; submit recommendations to Management for approval.
- Capture details of each support request in the Company’s ticketing system and document all pertinent end user identification information, including customer company, end user name, contact information, etc.
- Handle after-hours emergency support calls when needed and provide standby support on a scheduled, rotating basis.
- Contribute to team success by aiding fellow support representatives for escalated client issues.
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
- Remotely perform application updates at the desktop level, including installing and upgrading software, implementing file backups, and configuring.
- Participate in product planning cycles representing the interests of customers.
- Customer Installation and Training.
- Install the Company’s product lines at customer sites within the Americas, Asia, and Australia.
- Provide customers with training on usage of 3D systems and software either one-on-one end user training online or on-site at the customer location.
- System Configuration. Configure and test 3D systems prior to shipment including but not limited to assembling, aligning, focusing, testing, packaging, etc.
- Travel. Possible travel (10% up to 30%) as required
Skills Required.
- Attention to detail is a must
- Hardware. PC assembly including installing and configuring Microsoft Windows (Certifications are a plus), basic networking, basic electronics and troubleshooting (Certifications are a plus).
- Photographic. Experience with (or an interest in) photographic equipment is a plus – cameras, flashes, etc. Experience with LED lighting is also a plus.
- Technical writing background is a plus
- Operating Systems. Microsoft Windows 7 and 10 (knowledge of Mac and Linux is a plus)
- Software. Strong skills using Microsoft Word, Excel, Outlook, and PowerPoint.
- Adobe Photoshop skills required
- UX/UI or Graphic Design Experience a plus
- Premiere Pro is a plus
- Skills using Microsoft Access, and basic CAD tools (such as Blender, AutoCAD, Sketch up, etc.) are a plus
- Other. Basic XML along with a general understanding of batch scripting is a plus.
- Excellent written (a must), oral, interpersonal, and phone skills
- Excellent analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Must work well independently and meet deadlines
- Very strong customer service orientation
- Experience with travel outside of the USA
- Multilingual (Japanese/Chinese/Korean a plus)
Qualification:
- Bachelor's Degree (IT-related field is a plus) or equivalent professional experience required
- 4 years of technical customer/post sales support experience in the field is required
Presales support experience desirable not but not mandatory
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We are proud to be an equal opportunity employer.
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