The Customer Technology Support Representative provides outstanding technical support and customer service on DecoPac technology products and solutions (PhotoCake® System platforms and applications, websites, etc.) to present and potential customers. This involves performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, resolving username and password problems and assisting with navigating websites and applications. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Responsibility:

• Provide support via phone, email and internet as required 40 hours per week.
• Able to work a shift pattern, Monday to Friday, 10:15am-7:00pm and Saturday 7am-2pm.
• Verify and log customer information in the p8 as per defined standards.
• Resolve customer questions and concerns efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
• Determine and test scenarios to reproduce user errors.
• Receive and process product requests.
• Escalate calls to high level or team leads for resolution if needed.
• Comply to established goals for performance.
• Exhibit and maintain high standards of customer service.
• Become familiar with how product can help our customers succeed.
• Process System installation and training, and provide phone installation and training.
• Set-up new customer accounts.
• Assist with product and component testing as directed.
• Stay current with system information, changes and updates as communicated.
• Work collaboratively as a part of a team to solve complex technical issues.
• Report any food safety concerns to Supervisor for resolution, including a food package that is open to the food for any reason.
• Other duties as assigned

Qualifications:

• High school diploma, GED, or equivalent, with a minimum of 3 years providing phone, helpdesk support or customer service.
• Knowledge and experience of customer service practices.
• Strong knowledge of software applications including spreadsheet (Microsoft Excel), word processing (Microsoft Word), presentations (Microsoft PowerPoint) and e-mail (Microsoft Outlook)
• Experience troubleshooting and testing devices and applications based on Android, iOS, and other operating systems.
• Experience supporting “inkjet” based printing products a plus.
• IBM System (AS/400) experience is a plus.
• Understanding of PCs including, major browsers (IE, FF, Safari, Chrome) and other web-based applications.
• Experience using CRM (Customer Relationship Management) software or similar.
• Bilingual Spanish is highly preferred.

Key Competencies:

• Must be able to type at least 30 wpm.
• Must be able to function well in a team environment.
• Ability to learn and retain new information and concepts quickly and diagnose and solve problems.
• Multi-tasking capabilities with meticulous attention to detail.
• Exemplary attendance and punctuality.
• Strong interpersonal skills with the ability to relate to customers, peers, and management.
• Ability to exhibit poise, composure and confidence when confronting stressful or high-pressure situations.
• Effective verbal and written communication skills.
• Attention to detail.

While performing the duties of this job, the employee is frequently required to sit, talk and/or hear, and/or use hands to fingers, handle, or touch objects, tools, or controls. The employee is occasionally required to stand, and/or walk. The employee must occasionally lift and/or move up to 10 pounds while moving files or small packages. Specific vision abilities required by this job include close vision and the ability to adjust focus. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. Mental Demands consist of frequently interpret data, make decisions, organize, problem solve, and time management.

All full time employees working an average of thirty (30) hours or more will be eligible to enroll in a comprehensive benefit package.

DecoPac, Inc. is committed to providing equal employment opportunity to all applicants and employees according to all applicable laws, directives and regulations of federal, state, and local governing bodies and agencies. In keeping with this commitment, DecoPac, Inc. will recruit, hire, train and promote persons in all job titles, without regard to race, color, creed, religion, sex (including factors related to pregnancy or child birth), national origin, age, marital status, familial status, disability, sexual orientation, gender identity status with regard to public assistance, employment status, local human rights commission activity, status as a protected veteran, genetic information, atypical hereditary cellular or blood trait, or any other protected category.