ILUS - Software Support Specialist I

Overview

About Us

Daifuku is the nation's leading independent, U.S.-based provider of intelligent material handling systems. With hundreds of engineers in-house, the company designs, manufactures, integrates, and installs the full spectrum of intralogistics solutions. We provide leading-edge conveyor and sortation systems, voice and light-directed order fulfillment equipment, controls and software, robotics, mezzanines, and structures.

If you want to join a team of industry leading experts and who want to create an impact on the future of material handling solutions, we want to hear from you.

Position Summary

The Software Support Specialist responds to and resolves customer requests through the Client Care Service Desk.


PLEASE NOTE: THIS ROLE DOES NOT PROVIDE SPONSORSHIP (OPT, STEM, H1-B VISA, ETC.)

Responsibilities

• Receives calls and emails from customers with functional issues with conveyor systems, software, voice/light pick systems, and automated systems
• Provides remote and on-site troubleshooting including resolution of software and hardware issues
• Enlists help of other technical experts
• Communicates status and resolution of issues
• Updates and maintains CRM records
• Shares 24/7 on-call duties within the department
• Works on projects as assigned
• Contributes to and updates Knowledgebase

Qualifications

• Associate degree in Software Engineering or Information Systems or equivalent experience
• Minimum 2 years of Service Desk or customer support experience
• Must be bilingual, with strong proficiency in both English and Spanish
• Excellent verbal and written communication skills
• Problem-solving and troubleshooting skills
• Basic prioritization and time management skills
• Some technical knowledge and acumen
• Competence with Windows OS, Microsoft Office applications and UNIX
• Willingness to learn
• Adaptable to change
• Exemplifies Daifuku Core Values
• Must be able to travel up to 20%
• Fluent in Spanish and English