Technical Support Engineer
Company: Avacend Inc
Location: Greenville
Posted on: May 8, 2022
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Job Description:
Invata is seeking a Technical Support Engineer with excellent
communication skills and technical support experience to join the
Invata Customer Support team. This position will be based in our
Conshohocken, PA office. Invata's Technical Support Engineers work
with Invata customers to resolve any issues they may have involving
our software and hardware platforms. The chosen candidate for this
position will work with a proactive team of support engineers to
improve our customer operations by reducing client downtime. About
Technical Support Engineering: We are experts in the analytics,
design, implementation, and life cycle support of automated
distribution centers, fulfillment centers, and warehouses with
demonstrable proficiency in both software and systems engineering
and development. We support those intralogistics systems 24/7/365
for the life of the operation, ensuring they not only stay ahead of
fluctuating productivity demands, but are also adaptable to our
clients evolving business needs for years to come. The result is a
seamless synthesis of process and technology that engenders leaner,
more productive, more adaptable, and more profitable fulfillment
center and distribution center enterprises. Since we only build
intralogistics systems that we know we can support, life cycle
support is part of every Invata Intralogistics solution. If a
problem arises, we are committed to getting systems up and running
as fast as possible. There are no third parties and no finger
pointing, we take 100% responsibility. Our Customer Support
Engineering team ensures we can take on that responsibility.
Technical Support Engineering Position Requirements: Technical
support experience, preferably in complex environments involving
virtual and physical elements Experience with effectively
translating reported customer experience into actionable
troubleshooting steps resulting in issue resolution Excellent
communication skills across multiple platforms and with all levels
of internal resources and external customers Hands on experience
with Windows/Linux environments Propensity for working with and
mentoring others Proficient in SQL Server, including scripting and
performance optimization; Application development, preferably .Net
stack Open to occasional travel to gain client and industry
experience Technical Support Engineering Position Required Skills:
Ability to review logs and run queries to troubleshoot system
failures whether software or hardware related Proactive nature to
not only predict product failures in the field but prevent them
before they are discovered by the client Superior written and
interpersonal communication including effective listening Proven
aptitude for performing under pressure in a fast-paced working
environment Inherent curiosity and ability to learn from existing
library of work Willingness to improve the companys knowledge base
when gaps are discovered Be a strong-minded individual who thinks
outside the box to determined software/hardware failures and
inquire whenever possible Technical Support Engineering Position
Responsibilities: Answer client phone calls in a timely manner
during scheduled rotational shifts Engage clients on a personal
level to ensure positive customer experience Troubleshoot client
issues remotely using virtual private networks (VPNs) or Remote
Desktop Protocol (RDP) Open and track incident tickets within a
helpdesk request tracker software tool and follow through until
issue is resolved Update internal customer support runbook to make
sure procedures and operations are always up to date Collaborate
with internal teams and seasoned personnel to absorb tribal
knowledge and then record that information Generate reports on
customer issues that come in through the call center to make sure
the customer support department key performance indicators (KPIs)
are met Provide relevant feedback to other departments within the
company that can enhance the clients experience and needs Monitor
system operations to detect potential issues Capture client
enhancements that could have potential sales integrations Technical
Support Engineering Position Nice-To-Haves: Skilled in managing
customer relations to provide an expertise of the software and
hardware platforms Experience with newly transformed agile teams
that use Kanban as a managing method to improve department
efficiency Proficiencies in fulfillment/distribution automation
technologies, including: PLC development, preferably with Allen
Bradley devices HMI development PTL systems Print and apply Complex
AS/RS and conveyor systems Experience with Atlassian products such
as Confluence and Jira Service Desk, or other equivalent incident
tracking software About Invata: Invata Intralogistics is an
innovative engineering / software development firm specializing in
the design, implementation, and integration of technologically
advanced warehouse automation systems for use in omni-channel
distribution centers, e-commerce fulfillment centers, reverse
logistics processing centers, third-party logistics centers, and a
wide array of warehousing/distribution operations. Our systems
utilize advanced material handling and robotic technology along
with sophisticated database and warehouse software and control
systems to ensure constant analysis and optimization of an
operation such that leaps in productivity can be achieved and
consistently maintained. In doing so, Invata systems often enable
our clients to turn cost centers into competitive advantages. A
Culture of Inquiry: As a nimble, hard-working team, Invata
employees share a relentless conviction to the elegance of
simplicity, the efficiency of purpose, and the satisfaction derived
from finding the best solution to any logistics challenge we face.
As a result, inquiry and constant learning are our drivers and
comprehension and task ownership comprise the due diligence
required for success. How to Succeed at Invata: At Invata, we task
ourselves with guiding our clients through a constantly changing
maze of technological and cultural change. To be successful in this
pursuit, we need to lead in our field. And to lead, we need
employees who are passionate about our mission and their work. The
most successful Invata employees are those who excel at project
ownership the ones who understand that complete comprehension of a
subject is simply the due diligence required for success. These
employees use inquiry, curiosity, and learning as the tools of
their trade. They question, clarify, specify, and then reimagine.
They are driven toward success, but not afraid to fail because if
they fail, they begin anew. They embrace data and disruption, and
let knowledge lead them wherever it takes them. And then they share
that knowledge with their fellow employees and our clients. If you
have the intellectual passion that it takes to be an Invata
employee, we'd like to hear from you.by Jobble
Keywords: Avacend Inc, Greenville , Technical Support Engineer, Engineering , Greenville, South Carolina
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