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WHAT’S YOUR IMPACT?

Provide excellent customer support for customers using PLEX, including answering questions, explaining products and services, analyzing and troubleshooting, testing and implementing software enhancements
Diagnosing difficult issues with complex software configurations
Researching the ERP database to understand problems; using SQL for queries
Gather information, research and manage user support requests
Escalate requests, as needed, in a timely fashion and to the correct product team
Manage work queues within Service Cloud to comply with Service Level commitments
Manage timelines and deliverables with internal departments and customers
Provide functional and technical guidance to customers on new enhancements, modules and features
Advise customers about available service(s) and assess customer needs
Utilize and enhance Knowledge Management System
Build formal and informal r elationships with customers and internal team members

IS IT IN YOU?

Minimum of 2 years of previous technical support service experience within a highly technical environment or a B achelor’s degree in a STEM major (Science, Technology, Engineering or Mathematics)
Proficient English language communication skills (written and verbal). Fluency in languages such as Mandarin, Japanese, Polish or German preferred
Experience using or supporting an ERP/MRP system preferred

Demonstrated experience troubleshooting customer escalations within a ticketing-based workflow, while achieving SLA requirements
Proficiency in MS Office, with an emphasis on Excel
Willing to work in a rotational shift including non-standard hours , depending on business needs
EDI knowledge preferred
Candidates must be in the Czech Republic or be authorized to live and work therein

Technical Support Representative