Technical Support Specialist

Full-time Position, Available on: 05/24/2019

Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady’s products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and as of July 31, 2018, employed approximately 6,200 people in its worldwide businesses. Brady’s fiscal 2018 sales were approximately $1.17 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available at www.bradycorp.com.

Position Summary:
Provide pre and post sale technical support and training via phone, web and email for IDenticard direct customers, access control partners and sales personnel on all IDenticard products. Provide exceptional verbal, written and listening communication skills, with multitasking capabilities on a daily basis. Possess a strong willingness to assist customers. Possesses the ability to learn new technology quickly, with detailed troubleshooting ability for customer solutions. Must have working knowledge of; Microsoft operating systems, networking, SQL, SAP, SalesForce.com, with other software and hardware skills.

Additionally, serves as a senior team resource to direct customers, access control partners, front line TSR’s and the sales/marketing staffs regarding the resolution of technical issues that affect the sale, installation and utilization of IDenticard products or services. Propose changes in products or services that result in cost reductions and increased sales. Ensures customer satisfaction through effectively written and oral communications; and consults with management to handle difficult issues.

Essential Duties and Responsibilities:
• Delivers solutions. Earns high customer satisfaction as indicated through direct and survey feedback.
• Provides unrivaled service delivery as determined by call review, process errors, rework, and direct feedback.
• Participates as SME for cross-functional project teams, lean event activities, etc.
• Conducts project-based meetings
• Travels as needed to customer locations to perform technical support and user training.
• Demonstrates in depth knowledge of software and hardware related to proprietary access control products, imaging software, printers and consumables.
• Serves as a primary resource and provides floor support to Technical Support Reps.
• Reviews and approves new K-Base entries.
• As needed issues TS bulletins and relevant proactive known problem/solution communications.
• Investigate and collaborate with SQA staff to document software defects.
• Actively recommends process improvements.
• Utilizes all channel responses systems including phone, email and chat. As needed, recommends efficiencies and improvements.
• Ensures customer needs are documented accurately utilizing SAP and other internal communication systems.
• Serves as SME for pre-escalation call support.
• Works through internal processes to advocate for improvements to enhance user experience.

Additional Specialist Duties and Responsibilities:
• Maintains department response objectives (phone, email, chat, etc).
• Collects documents and reports customer feedback.
• Collects, records, and disseminates critical product performance issues internally.
• Guides customers through steps to configure and or troubleshoot IDenticard and third party equipment and software to establish full functionality.
• Provide training to clients in the use of product, materials and applications as related to product recommendations.
• Obtain general understanding of OS and software operations related to IDenticard and third party products. Will constantly upgrade skills to keep pace with products within this role responsibility.
• Collects and utilizes current product information regarding application, performance and technical specifications.
• Recommends efficiencies and improvements.
• Company and division safety policies are understood and followed, as well as general housekeeping procedures.
• All other duties as assigned

Required Knowledge, Skills & Abilities:
• Must have experience in a Customer Service or Support function.
• Must have experience in providing technical support to end-users.
• Knowledge of Operating Systems and Networking is required
• Must have experience in SQL complex queries
• At least two years experience related Technical service/support experience and/or training; or equivalent combination of education and experience is preferable.
• Associate’s degree (A.A.) or equivalent from two-year College or technical school or Bachelor’s degree (B.A.) from four-year College or university is preferred.
• At least one year of experience writing technical bulletins and or creating knowledge base reference material is required.
• At least one year experience working on complex customer technology problems or in the role of escalation contact.
• Must have strong interpersonal skills, ability to work effectively within a team and across processes, analytical ability and leadership ability to recognize areas of improvement and drive improvement initiatives to completion.

Benefits:
• Complete insurance coverage starting on first day of employment — medical, dental, vision, life
• 401(k) with company match
• Tuition reimbursement
• Bonus opportunity
• Vacation and Holiday pay

Company: Brady Corporation

148 E Stiegel St
Manheim, PA 17545

Contact: Stephen Zarate
stephen_zarate@bradycorp.com
(800) 233-0298