Technical Support Specialist

hace 1 mes

San Francisco, Heredia, Costa Rica Copeland A tiempo completo

At Copeland, we are seeking a Technical Support Specialist to join our team. As a Technical Support Specialist, you will partner with customers to ensure their success through deep technical knowledge of our products, platforms, and systems. You will respond to and anticipate technical needs to help maintain or accelerate our customers' development schedule, building customer loyalty and gaining a reputation as trusted technical partners.

In this Role, Your Responsibilities Will Be:

  • Resolves technical issues for customers across all account tiers, resolving customers' single incidents during installation, implementation, and/or maintenance of our products and platforms. Escalates complex technical issues internally to the appropriate support group while maintaining ownership of customer interaction. Reports design, reliability, or maintenance issues or bugs to our R&D team that arise during single incident support interactions.
  • Builds customer proficiency for all account tiers through standard services, educating customers through formal training and technical support engagements. Guides customers through basic product startup, application troubleshooting, and/or maintenance of solutions.
  • Captures and documents knowledge to enable self-service resolution, learns and adopts our Knowledge-Centered Service (KCS) methodology. Enables customers to self-serve by creating and editing Knowledge-based articles.

Who You Are:

You build the customer relationships. You solicit both input and discussion. You make new connections and build relationships in other areas and teams.

For This Role, You Will Need:

  • Bachelor's of Engineering or Computer Science required; preferred Bachelor's in Electrical Engineering, Computer Engineering, or Computer Science
  • Experience in customer-facing roles
  • Proficiency in one or more programming languages is required. (LabVIEW experience is preferred)
  • Availability to travel up to % of time.

Preferred Qualifications that Set You Apart:

  • Communication – Excellent verbal and written communication skills. You are comfortable communicating technical concepts to a range of backgrounds, one-on-one or in front of a group.
  • Problem Solver – Integrates information from disparate sources to identify underlying causes and find creative solutions. Sees beyond short-term issues to understand the bigger picture.
  • Technical – Familiar with electronic circuit design concepts and basic electronic instrumentation.
  • Dynamic – Thrives in an environment where the work changes from day to day. You are fascinated by the multitudes of ways that engineers and scientists solve tomorrow's grand challenges.
  • Collaborative – Team oriented with the ability to effectively collaborate with peers.

Our Offer To You:

We recognize the importance of employee wellbeing and know that to do your best you should have flexible, competitive benefit plans to meet you and your family's physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage. Employee Assistance Program, tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

At Copeland, we are committed to encouraging a culture where every employee is valued and respected for their outstanding experiences and perspectives. We believe a diverse and inclusive work environment gives to the rich exchange of ideas and diversity of thoughts, that encourage innovation and brings the best solutions to our customers.

The philosophy is fundamental to living our company's values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity, & Inclusion at Copeland.

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