Technical Customer Support Specialist

2 weeks ago

Burlington, Canada Carlisle Technology Full time

Job Summary:
Carlisle Technology is a leading specialist in providing hardware and software solutions to food processing plants across North America. Carlisle’s solutions include Symphony our plant productivity and traceability software suite, and iCap a rugged plant-floor manual or automated product weighing and labeling station, and Mobile for dock and inventory management. In business for over 30 years, Carlisle is a small, entrepreneurial company that thrives on teamwork.

In the role of Technical Customer Support Specialist, you’ll be joining Carlisle’s growing Customer Solutions Team - a group of experienced professionals delivering and supporting food traceability solutions to North American food processors. As the first point of contact, you will provide customer support for software issues, training questions and engagement requests.

This is a hybrid role with the flexibility to work from home with some office hours every week.

Key Responsibilities:
Acting as first response to incoming support requests from customers you will be responsible for:

- Initial Intake, triage and acknowledgement to the customer
- Resolving individual support requests, collaborating with internal resources where necessary
- Using diagnostic tools and methods to analyze and reproduce customer problems _, _reporting results to the development team to collaborate on resolution
- Testing final fixes before deployment to customers
- Communicating with customers to coordinate deployment of fixes into customer’s live production environment, and providing customer training
- Supporting Project deliverables such as Label development and server environment set up
- Configuring and testing Carlisle’s plant floor hardware
- Recording customer support requests and resolutions in Carlisle’s ticketing system
- Occasional after-hours involvement in supporting server migration and upgrades

Education and Technical Experience:

- Post-secondary diploma or degree in a computer technology related field
- Minimum 2 years of experience in a customer support role for complex business systems
- Proficient with MS Office including teams
- Working knowledge of SQL and ability to work with MS SQL Server

**Skills**:

- Customer service oriented
- Results oriented problem solver
- Strong written and verbal communication
- Strong organization and time management skills
- Adept multi-tasker
- Strong attention to detail
- Ability to handle pressure

**Job Types**: Full-time, Permanent

**Salary**: $55,000.00-$58,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Flexible schedule
- On-site parking
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

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