DMW&H Hiring for Customer Software Support Engineer at Fairfield, NJ Full Time

About Us:

DMW&H is a premier Automated Material Handling Systems Integrator headquartered in Northern NJ. Our employees have recognized us as one of the best places to work in New Jersey for eight continuous years. As a leading automation company, DMW&H specializes in the design, integration, installation, and support of innovative distribution centers material handling systems.

Summary:

As Customer Support Engineer you will be focused on the customer service experience by identifying and resolving basic customer issues with DMW&H products, and documenting case resolution. Through internal training and coaching, the customer service engineer will have the ability to troubleshoot computer software, hardware devices, area networks, database platforms, and operating systems in an inbound call center customer service environment. They would strive to resolve all customer systems problems within established time frames, manage customer needs, as well as capture data for strategic decision-making.

Reports to: Technical Services Manager

Qualifications:

• Prior experience supporting customers through a variety of contact channels including chat, email, and phone is preferred.
• Bachelor’s Degree in Computer Science, electrical engineering or related discipline; or equivalent experience.

• Professional verbal and written English communication skills.
• Aptitude to build strong analytical and critical thinking skills
• Has the ability to adapt in an evolving fast-paced work environment.
• Proficient with MS Office suite.
• Knowledge of material handling systems, controls devices and electrical drawings is a plus.
• Occasional travel (less than 10%) is required.

• Has the ability to adapt in an evolving fast-paced work environment.
• Primarily standard hours but must be able to be included in on-call rotation including nights, weekends and holidays.

Core Requirements and Responsibilities:

• Field incoming support requests via telephone and e-mail in a courteous and professional manner.
• Prioritize and schedule support requests.
• Build rapport and elicit problem details from customers.
• Record, track, and document problem-solving process, including all decisions made, and actions taken, through to final resolution.
• Use remote access tools and diagnostic utilities to aid in troubleshooting.
• Perform fixes as required, including remotely installing and upgrading software, and configuring systems and applications. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-up and document customer acceptance of resolution. Close request.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

Education:

Experience:

• Customer support: 3 years (Preferred)
• SQL: 3 years (Preferred)
• Software troubleshooting: 3 years (Preferred)

Work Location: One location