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Associate Application Specialist
Company: Videojet
Location: Wood Dale, IL
Employment Type: Full Time
Date Posted: 05/11/2021
Expire Date: 06/10/2021
Job Categories: Computers, Software, Customer Service and Call Center, Information Technology, Internet/E-Commerce, Web Technology, Writing/Authoring
Job Description
Associate Application Specialist

Do you love to troubleshoot, take initiative and are metric driven? Videojet Technologies is always looking to build their Technical Customer Support Team!

This role is open so candidates can apply for pending/future roles.

This is designed to gather a talent pool for current or future open positions. It is a way for Videojet to build a network of qualified, interested candidates for a specific job function in order to expedite the hiring process when there is a need to fill that type of role. By applying to this requisition, you are expressing your interest for a particular job function within Videojet.

This position is responsible for providing direct technical and applications support for all Videojet products. Support will be provided primarily via phone during regular business hours, but will also include support via email. Daily activities include: Initial phone/email support for all technologies, comprehensive support for routine call types such as part numbers and documentation request, Case creation and Work Order generation. Secondary activities include: Technical writing to generate Field Service bulletins and Articles, Advanced training on products, Daily Visual Management participation and reporting, Occasional on-site training or support.

KEY RESPONSIBILITIES

  • Serve as technical support specialist for Continuous Ink Jet technologies.
  • Provide competent technical support by answering questions from CSEs, customers and other internal parties for assigned projects / products. Demonstrate proficiency by quickly gathering pertinent data, recommending corrective actions and following-up with internal and external customers to ensure issue closure/resolution.
  • Utilize technical expertise and standard work to achieve First Contact Resolution (FCR) performance metrics measured by our phone ticketing systems daily/monthly results.
  • Manage SalesForce cases and call logs for all incoming support inquiries.
  • Identify and enter Lead opportunities while handling support inquires. Key Performance Indicators

QUALIFICATIONS

Education and/or Experience

BS in Electrical Engineering or related technical degree

AAS technical degree

3-5 years experience in Technical Support or Call Center environment preferred

Excellent written & verbal communication skills

Strong stand-alone troubleshooting ability

Able to work closely with others in a fast-paced team environment

Must be available for an on call shift from home once every 2 mo.

Knowledge and experience working with hand tools

Available between the hours of 7:00am-5:30pm depending on shift

(NABR) as one of the Best and Brightest Companies to Work For? While Videojet was one of the top 101 companies in a nationwide competition in 2017, Videojet was selected as one ofChicagos Best and Brightest Companies to Work Forin 2018 and received Elite recognition in the category of Employee Achievement and Recognition.

DREAMbig,ACHIEVEresults andREALIZEyour potential at Videojet.Imprint the WORLD!

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The EEO is the Law poster is available here.

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Company Name: Videojet
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Website: https://jobs.danaher.com/global/en/...
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