Product Support Specialist
Nedap Retail is a division of Nedap that develops innovative solutions for retailers across the globe. By providing our solutions for inventory management and security, we make it possible for retailers to guarantee that they have the right product available at the right time for their customers. In order to achieve this, Nedap Retail develops “state-of-the-art” RF, RFID hardware and Cloud-based software services.
Job Summary
As a Product Support Specialist, you will be part of the iD Cloud North American Solutions Expert Team. In this role you will be responsible for level 1 and 2 support (basics and more in depth troubleshooting) towards the customers. You will investigate and answer complex questions and problems regarding our apps, web application and hardware. You will have frequent contact with customers at different levels and will work closely with our Support and Solutions team to provide timely resolution of support tickets. You will also provide technical support to the internal sales, deployment and customer success teams. You will also be asked to update and help draft technical documentation.
This role will need to be willing to support after hours, weekend and holiday on call shifts as part of a team rotation.
Your responsibilities:
- Respond to the resolution of support/technical issues as outlined in our SLA's ensuring prompt and complete problem solving to technical challenges and business issues.
- Escalate complex issues to product and or development teams.
- Provide QA assistance to the product and development teams with app releases as well as ongoing testing of new and existing features/improvements to our product(s).
- Create and maintain technical documentation that transforms complex information into concise documentation for our customers.
- Monitor and react to alerts in our own cloud environment.
- Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.
- Run Support Portal trainings for customers in coordination with the Implementation Team.
Job Skills:
- 5+ years of related experience.
- You are technically proficient.
- You are a critical thinker who is able to troubleshoot problems.
- You have a process improvement mindset.
- Quality testing experience
- Experience working in/managing a support task ticketing system
- Hardware and software experience
- You are an excellent communicator. You are able to explain step by step procedures in an easy to understand manner.
- You are able to collaborate and able to work cross functionally within in a global team environment.
- You are able to set priorities and manage your time effectively.
- Able to exercise a high level of independence and freedom in a solution driven environment.
- Other Requirements:
- Must be able to in the Burlington MA office a minimum of 2 days per week as well as other days as needed.
- Able to travel domestic or internationally 10-20%
- Spanish speaking is a plus
Salary: $65,000-$80,000