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Immediate Job Opportunity
The future is what you make it!
When you join Company, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future.
That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings safe and even making it possible to breathe on Mars.
Working at Company isn’t just about developing cool things. That’s why our employees enjoy access to dynamic career opportunities across different fields and industries.
Are you ready to help us make the future?
We invent, build and manufacture technologies that address some of the world’s toughest challenges. If you desire a meaningful opportunity with outstanding potential, then we invite you to apply. We believe our people make Company a special company and are a key advantage.
Company is seeking a Sr. Tech Support Professional for our Ft. Mill, SC location.
Initially this role will be based in Fort Mill, SC with the potential to move to the Greater Charlotte area in the near future.
Provide in depth pre- and post-sales technical assistance for internal and external customers, facilitating the investigation, identification, root cause analysis and resolution of complex technical issues; Areas will include factors relating to configuration, installation, environmental and application functionality, as well as other potential causes
Expedite timely resolutions wherever possible to help maintain and reduce case closure cycle times
Work with and escalate issues to Engineering and Quality teams where required, prioritizing requests based on severity and business case
Deep investigation of complex technical issues and resolution of support requests
Providing training, coaching and mentoring of the lower support tiers to improve product knowledge and issue handling skills
Preparing the team to support new product offerings, by participating in the Company New Product Introduction (NPI) program
Build strong relationships with our partner and end customer base and become knowledgeable about their respective needs; Keep the customer updated on the status of work in progress on their problems
Develop robust communication practices with solid focus on customer service and solution quality
Support the knowledge-sharing mindset and apply the Knowledge Centered Support (KCS) methodology guidelines; Contribute knowledge base content for all new issues encountered by and resolved at Tier 3 and enhance existing content where necessary to ensure good visibility, re-usability of data on known problems
Keep the case handling system updated with current information on the support case, related activities and resolution
Participate in assigned NPI projects and fully prepare the support teams for new product launches
Maintain and extend product knowledge by self-study and by attending relevant training sessions
Regularly share product and troubleshooting knowledge via coaching and training initiatives
Mentor agents in lower support tiers as part of the company’s talent development and retention ethos
Ability to travel domestically and/or internationally as and when required
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