Technical Support Associate

Technical Support Associate

The Technical Support Associate provides analytical and operational support to the technical service team by monitoring performance metrics, managing service data, and assisting with issue resolution. This role ensures accurate documentation, trend analysis, and process improvement to enhance customer experience and team efficiency. Strategic impact: Uses knowledge-based discretion and influences others at a moderate level / performs a range of tactical, operational, and some strategic assignments related to job discipline. Knowhow: Requires working knowledge and experience in own job discipline and broadens capabilities. Schedule: Working a 12 hour rotating 4 days on and 4 days off work week with a scheduled on-call rotation Work: Receives a moderate level of guidance and direction. Continuously analyzes and optimizes the utilization of methods, tools or systems. Problems faced are difficult but typically not complex. Plans recurring processes and solves immediate issues or problems. Accountability: Is accountable for the efficiency and effectiveness of a process.

What We Offer:

Career Development

Competitive Compensation and Benefits

Pay Transparency

Global Opportunities

Dematic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The base pay range for this role is estimated to be $65,000 - $80,000 at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.

Tasks and Qualifications:

Technical Support Assistance

• Support frontline teams by researching and documenting solutions for common issues.
• Assist in troubleshooting basic technical problems under guidance from Professionals or Experts.
• Ensure accurate and timely updates in ERP and ticketing systems (SAP, Oracle, Jira).

Documentation & Knowledge Management

• Create and maintain knowledge base articles and troubleshooting guides.
• Ensure all service activities are properly logged and documented for compliance.
• Assist in developing training materials for new processes and tools.

Customer Support Coordination

• Provide status updates to customers on non-critical issues when required.
• Support communication between technical teams and customers for data-driven insights.
• Help ensure customer satisfaction through accurate and timely information.

Continuous Improvement

• Participate in process improvement initiatives using Lean or Six Sigma principles.
• Suggest automation opportunities for reporting and ticket management.
• Contribute to system reliability and performance improvement projects.

Qualifications:

• Associate degree in Engineering, IT, or related field (Bachelor's preferred).
• 13 years of experience in technical support or data analysis.
• Strong proficiency in Excel and familiarity with BI tools (Power BI, Tableau).
• Basic understanding of automated systems and ERP platforms.
• Excellent analytical, organizational, and communication skills.
• Ability to work in a fast-paced environment and manage multiple priorities.