What are the responsibilities and job description for the Specialist - Industrial Technical Support position at Wesco?
As a Specialist – Industrial Technical Support, you will be responsible for providing technical support and case-related research over the phone and email, to users of industrial automation software offered by Industrial Software Solutions. You will provide authorized technical support training and application guidance to users. You will provide on-site and virtual software training and education for customers of the industrial automation software. You will collaborate with the manager to write and review articles, designs and build standards for internal documentation site.
Responsibilities:
- Provide technical support and case-related research over phone and email to users of industrial automation software offered by Industrial Software Solutions
- Provide on-site and virtual software training and education for customers of the industrial automation software
- Understand AVEVA and Partner Product knowledge base, product features, licensing, and general applications, and share new information with team members
- Support and perform established policies, procedures, standards, and quality control processes to assure responsive support, training, and application consulting capabilities
- Attend necessary training and acquire and maintain AVEVA and Partner Product certifications as needed to maintain the level of product knowledge required to provide authorized technical support and training
- Meet individual and group customer satisfaction performance goals related to technical support and customer training
- In collaboration with manager, suggest and provide feedback regarding opportunities for support process improvements; test and provide feedback on support process improvements implemented
- Working with management, reviews and refreshes existing technical notes, and review technical note drafts
- Merge existing video and written tech notes into a standard format with both video and text/screen shots
- Works with manager to write and reviews articles, design and build standards for internal documentation site
Qualifications:
- Associates’ Degree (U.S.)/College Diploma (Canada) - Information Technology or related field or equivalent education and experience required
- Bachelors Degree - Information Technology or related field preferred
- 2 years industrial technical automation software support
- Experience with assisting with training materials or facilitating product training sessions
- Ability to identify measures and indicators of system performance and actions needed to improve performance, relative to goals of system
- Ability to work from home or in-office while maintaining strong performance and productivity
- Knowledge of principles and processes for providing customer and personnel services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
- Solid interpersonal skills that allow one to work effectively in a diverse working environment
- Ability to effectively communicate both verbally and in writing
- Strong attention to detail
- Ability to work in a fast-paced environment
- Experience supporting Industrial Software Solutions products preferred
- Ability to travel 0% - 25%
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