Customer Technical Support Specialist

divh2Customer Support Specialist/h2pThis position will provide support for our customers and will perform trouble shooting and root cause analysis of our pharmacy automation products./ph3What You Will Do/h3ulliResponds to customer support requests for assistance via phone, email, chat and portal tickets using remote control tools./liliProvides first-level contact and problem resolution for all users with hardware, software and applications problems./liliAbility to analyze and solve complex problems, using advanced troubleshooting skills./liliAbility to gather data, create, compose, and edit written materials, KB articles and reports./liliHighly self-motivated and able to work both on a team, and independently./liliProven ability to meet tight project deadlines./liliExcellent attention to detail and sense of urgency./liliStrong communication and interpersonal skills./liliObtains and conveys concise problem information for external and internal service and engineering personnel./liliProvides accurate and timely documentation of problems, notes and resolutions for all incidents in the ticketing system./liliMaintains inventory of all equipment, software and software licenses in field./liliEscalates problems as appropriate./liliUtilizes world-class customer service skills./liliMust participate in the on-call rotation to cover extended hours./liliAble to spot trends and patterns to review and recommend modifications to team procedures that enhance efficiencies and promote cost savings./liliAssist with other duties as assigned./li/ulh3What We Are Looking For/h3ulli3+ years in pharmacy/health care - (retail preferred)./lili3+ years of prior contact center/call center experience./lili3+ years of solid experience troubleshooting Microsoft Windows operating systems./liliExperience working with pharmacy automation equipment robotics hardware is preferred./liliStrong hardware and software experience./liliExperience using service management (ticketing) systems; ZenDesk preferred./liliExperience using VPN, RDP, TeamViewer and other remote admin tools./liliFamiliar with MS SQL Server 2008/2012 (can write basic queries subqueries, fulfill data requests from customers, etc.)./liliFamiliar with networking (IP address, routers, switches, DNS)./liliCritical thinking skills./liliMechanical or electro-mechanical experience is highly desirable./liliC# or other coding experience is a plus./liliMotion controller software experience a plus./li/ulh3Physical Requirements/Working Conditions (if applicable)/h3pThis position requires frequent sitting, standing, walking, talking, hearing, use of hands and fingers and reaching with hands and arms. This position requires occasional stooping, kneeling, crouching and twisting and turning of your head. Incumbent is required to lift and carry up to 25 pounds. This position requires good close, distance and color vision./ph3Compensation Information:/h3p$25 - 29/hour DOE/ppITW is an equal opportunity employer. We value our colleagues unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential./ppAs an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship./ppAll qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws./p/div