Software Support Technician
About The Position
Support Amada Software Users and will perform software support tasks with a team of other software support team members. Position does require some type of Sheet Metal CNC Machine Operation experience and/or CNC Programming experience. Support Amada Solution Software Applications consisting of CAD/CAM Software, Nesting Software, DNC Communication Software, Bending offline programming Software and other areas. Daily general responsibilities and tasks consisting of troubleshooting, installation and supporting customers from the first stages of design to final stages of output code in relation to Press Brakes, Lasers, Turrets, Combination Punch/Lasers machines.
Requirements
- Sheet Metal CNC Machine Operation experience and/or CNC Programming experience.
- Ability to read blue prints or 2D or 3D files or assemblies and interpret for fabrication.
- Knowledge of measurement instruments.
- Must have G-Code, M-Code knowledge for Amada equipment listed above.
- Familiar with M-Codes for non-standard tools (if required) to manage and maintain standardization on all machines.
- Proven self-starter with high sense of ownership and initiative.
- Hands on experience with Windows OS Environments
- IT Background experience or education
Nice To Haves
- Bilingual in Spanish
Responsibilities
- Diagnose, troubleshoot, document, data entry, review, research, verify, consult, advise, install, answer phones, answer emails, log cases/tickets, software application continues learning, Windows, hardware and networking continuous learning.
- Escalate cases/tickets to provide and ensure customer satisfaction and resolution.
- Be a part of team that is a primary point of contact for Technical Support for our Software Solution Applications.
- Ask customers targeted questions to understand the root of a problem quickly.
- Talk to clients through a series of actions, preferably via phone or email and chat, until the technical issue is solved.
- Prioritize and manage several open issues at one time.
- Follow up with customers to ensure they are fully functional after troubleshooting.
- Provide prompt and accurate feedback to customers.
- Ensure all issues are properly logged.
- Ability to provide both verbal and written step by step technical assistance.
- Maintain a professional relationship with customers.
Benefits
- Medical
- Dental
- Vision
- 401(K)
- Life Insurance
- Guardian Gap Insurance
- Employee Assistance Program
- Long Term Disability
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
