Job Detail
Position: Pre Sales Support Analyst Category: Technical
City: Atlanta State : GA
Branch Name: OnTrack Aerospace Dress Code:
Branch Phone: (469) 892-2016 Job ID: 1592253
Pay Information: Order Type: DH
Description

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
About Us
We are proud to be an equal opportunity employer.