Technical Support Engineer
Xylem•Morrisville, NC
•$55,000 - $70,000•Onsite
About The Position
The Technical Support Analyst plays a critical role in ensuring that end-users receive timely and effective technical support. This position involves diagnosing and resolving complex technical issues, providing guidance to users on the use of software and hardware, and developing and implementing support procedures. The Technical Support Analyst collaborates with cross functional teams to address technical problems, perform root cause analysis, and implement corrective actions. Additionally, this role involves training and mentoring junior support staff.
Requirements
- A bachelor’s degree in International Business, Supply Chain Management or a related field with at least 2 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
- Strong analytical skills and proficiency in data analysis tools (e.g., Excel, SQL).
- In-depth understanding of inventory management principles and practices.
- Experience with inventory management software and systems.
- Ability to develop and implement inventory optimization strategies.
- Strong problem-solving skills and attention to detail.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
Nice To Haves
- Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
- Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
- Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.
Responsibilities
- Respond to and resolve technical issues reported by customers
- Diagnose and troubleshoot hardware and software problems
- Provide step-by-step instructions to customers for issue resolution
- Escalate complex issues to appropriate teams or specialists
- Provide professional and courteous customer service
- Guide customers through product features and functionality
- Address customer inquiries and concerns in a timely manner
- Maintain a positive and helpful attitude while assisting customers
- Monitor and maintain system performance and availability
- Conduct routine system updates and security checks
- Troubleshoot and resolve system errors or malfunctions
- Ensure data backups are performed regularly and accurately
- Create and update technical documentation for products and processes
- Conduct training sessions for customers on product usage and troubleshooting
- Provide feedback and suggestions for improving product usability and functionality
- Keep up-to-date with industry trends and advancements in technology
- Communicate effectively with team members and other departments
- Participate in team meetings to discuss product updates and customer feedback
- Collaborate with other technical support analysts to resolve complex issues
- Share knowledge and expertise with team members to improve overall support efficiency.
Benefits
- Medical, Dental, Vision plans
- 401(k) with company contribution
- Paid time off
- Paid parental leave
- Tuition reimbursement
- Paid Volunteer Program, Xylem Watermark
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
