Support Tech I

IDEX; Pittsburgh (Allegheny County); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading technology solutions provider in Pittsburgh is seeking a Customer Support Specialist to manage software inquiries. This role requires excellent communication and troubleshooting skills, as well as the ability to learn new technologies quickly. Candidates should be self-motivated and willing to travel regionally to assist customers. Support is provided through various channels including phone and email, making effective communication vital for success.

Qualifications

• Strong communication skills are essential for interacting with customers.
• Must be reliable and able to manage a high volume of support requests.
• Familiarity with ticketing systems enhances performance.

Responsibilities

• Handle customer support requests via phone and email.
• Maintain accurate ticket details within the ticketing system.
• Provide user training both online and in-person.
• Troubleshoot and resolve software issues.

Skills

Excellent communication skills

Dependable and self-motivated

Familiarity with industry standard ticketing platforms

Ability to work efficiently in fast paced environment

Teamwork

Quickly troubleshoot and diagnose software issues

Ability to learn new technologies

Tools

Zendesk

Job description

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

SUMMARY

Provides font line customer software support via phone, email, and remote desktop. This position is responsible for knowing the full feature set of WinCan Platform. Individual team members move quickly through large ticket volumes and work with customers with a wide range of tech familiarity – from field to office. Able to perform basic GIS setups, office side deployments of WinCan, and train common workflows.

REQUIREMENTS

• Excellent communication skills, both written and verbal.
• Dependable and self-motivated.
• Familiarity with industry standard ticketing platforms.
• Ability to work efficiently in fast paced environment.
• Teamwork
• Help customers having wide range of tech familiarity.
• Quickly troubleshoot and diagnose software issues
• Ability to travel regionally to customer locations.
• Quickly learn new technologies.

DUTIES

• Handle incoming customer support request phone calls.
• Maintain accurate and up-to-date ticket details using Zendesk
• Provide relevant self-help resources to customers
• Participate in weekly team meetings
• Provide user training both online and in-person
• Respond to customer questions and support requests
• Communicate internally with other support team members to resolve issues.
• Perform software installations, configuration, and training.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

IDEX is an Equal Opportunity Employer . IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know.Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at [e-mail] for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

About Us

IDEX (NYSE: IEX) is a company that has undoubtedly touched your life in some way. In fact, IDEX businesses make thousands of products that are mission-critical components in everyday activities. Chances are the car you’re driving has a BAND-IT clamp holding your side airbag safely in place. If you were ever in a car accident, a Hurst Jaws of Life rescue tool may have saved your life. If you or a family member is battling cancer, your doctor may have tested your DNA in a quest to find the best targeted medicine for you. It’s likely your DNA test was run on equipment that contains components made by our growing IDEX Health & Science team.