Customer Support Specialist

Customer Support Specialist

Location: Louisville, KY
Openings: 1

Overview:
The Customer Support technician is responsible for day to day support of ASAP Automation’s customers, this includes trouble shooting software as well as hardware issues. The Customer Support technician will follow standard ASAP procedures for handling all customer support calls and issues.

Superior Performance Objectives:

• All support issues handled in a professional and timely manner.  METRIC: Track support case closure statistics in MS CRM.
• Customers utilizing support are very happy with the service that they receive.  METRIC: Attain a 6 or better on all Customer Support elements in the annual Customer Satisfaction Survey.
• Customer’s system experts trained to aid in system support.
• Alerts management of any customer service issues that could negatively impact ASAP.
• Follows ASAP’s standard support procedure and continually looks for ways to improve our current processes.
• Acts as a champion and a liaison internally for our customers.

Requirements:

• Bachelors Degree with strong computer skills including: Microsoft Office, Microsoft Project, and various Databases (SQL Server and Oracle). 
• Previous experience dealing directly with customers in a support role required. 
• Strong analytical skills with excellent customer service skills a must.
• Previous quality control and/or quality assurance experience preferred. 
• Willing to travel 15 – 20%.  Travel includes site visits for preventative maintenance and support of critical issues.
•  Experience in supporting industrial equipment such as RF handhelds, barcode scanners, carousel equipment etc a plus

Attributes:

    * Excellent customer service skills. Remain positive and calm under pressure
    * Outstanding performance demonstrated in preceding career paths.
    * Superior oral and written communication skills.
    * Excellent troubleshooting abilities and analytical skills.
    * Team player.
    * Ability to work under pressure and coordinate numerous tasks in various functional areas.
    * Strong technically (databases, RF, industrial hardware and networking).

General Responsibilities:

• Facilitate positive pro active working relationships with customers and internal resources.
• Maintain a positive and calm demeanor at all times.
• Uses ASAP standard support processes so that metrics can be maintained by management.
•  All support issues will be logged as cases in MS CRM
•  Performs visits to customer sites to perform any preventative maintenance that can increase the stability and control of the Exacta software.  Travel of 15 to 20% is required.
• Track all customer issues and communicate to our customers in a timely manner the status of those outstanding issues
•  Demonstrate superior customer service (as measured by our customers: surveys and satisfaction from support renewals).
• Implement and improve remote monitoring tools for our customers systems. 
• Assist in the Quality Control and Assurance functions as time permits. 
• Perform QA functions for any issue resolution from support calls.
• Create datasets to analyze and recreate issues reported by customers.
• As issues are reported from customers diagnose if the issue is a change or a bug then communicate issues to the analyst, development staff, or sales consultant appropriately.
• Must be able to utilize connection tools to eavesdrop on hardware communication For example hyperterminal and serial connection.
• Must be able to utilize tools to connect to customer sites for example VPN, VNC, remote desktop, PC Anywhere.
• Participation in rotation of the ASAP on call support cell phone that needs 24/7 coverage is required.
• Manage several customers.  Maintain their open issues list and participate in customer status calls when necessary.
• Report time spent weekly for each customer utilizing Project Server.
• Perform Knowledge sharing with customers and internal users as needed.

For North America, please email hr@asapauto.com