The Associate Technical Support Engineer is responsible for providing 1st level technical support to end customers of Kofax desktop products, and resolving reported issues in an effective and timely manner.  In addition, the position requires frequent interaction with Subject Matter Experts and Sr. Technical Support Engineers to properly document and escalation of undocumented issues.

• Greet customers in a courteous, friendly and professional manner using agreed upon procedures.
• Provide 1st level technical support to our customers via phone, web, and email and other support channels as required.
• Take ownership of customer issues, provide prompt and accurate feedback to customers and see problems through to resolution.
• Effectively communicate complex technical issues to customers and elevate unknown or undocumented issues to Subject Matter Experts and Senior Technical Support Engineers, providing detail description of problems along with steps taken to analyze the problems

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

Required Skills Required Experience

• Fluent German language skills is a must (written and verbal)
• Strong English language written and verbal skills
• A minimum of 1 to 2 years providing 1st level technical support within a call center environment
• Resourceful team player with strong interpersonal skills
• Result-oriented with strong problem-solving skills
• Good knowledge of Windows/MAC OS with the ability to carry out root cause analysis
• Working knowledge of Microsoft Office products, local and hosted
• Ability to troubleshoot and configure peripheral devices - (Printers, Scanners, iPad, Smart Phones)
• Maintain technical knowledge to keep up with changes in technology
• Flexible work schedule with focus on EMEA business hours
• A bachelor's degree in computer science, computer information systems or related experience.

KOFAX, INC. IS AN EQUAL OPPORTUNITY EMPLOYER M/F/D/V

The following job/task functions have been identified as the core functions of this position.  However, the supervisor or manager may assign additional duties associated with this position.

            -CUSTOMER SERVICE RESPONSIBILITIES:

• Maintain good relationship with customers
• Maintain customer ratings. Communicate and work with customers to handle disputes and ensure positive delivery rating.
• Maintain all customer service QAD screens
• Enter customer manual releases within 24 hours
• Customer contact for In Process/Service Orders
• Review EDI (Electronic Data Interchange) releases and verify against JIT (shipping schedule)
• Analyze 830/862 release variances/changes
• Maintain accuracy of shipping schedule (JIT)
• Communicate all customer increases/decreases to the Materials and Production departments
• Maintain customer CUMS accuracy.  Verify CUMS daily and resolve discrepancies.  Handle annual CUMS rollover.
• Creates and distributes all packaging labels for special orders
• Work with Quality Department on customer issues
• Will have program management responsibility. Attend new launch meetings for designated customer.
• Facilitate customer routings and window times with Shipping Coordinator
• Forwards customer correspondence to appropriate personnel as needed

-PLANNER RESPONSIBILITIES:

• Checks material availability when requirements increase
• Maintain all planner QAD screens
• Communicate potential shortages to Material Manager and CSR’s
• Issue releases to vendors and follow-up when necessary
• Enter receivers for purchase parts
• Coordinate new program material
• Issue SCAR6 to vendors as required
• Schedule SOS’s for deliveries
• Manage inventory for incoming parts
• Enter vendor spot buys
• RMWIP daily cleanup

-CSR/PLANNER RESPONSIBILITIES:

• Communicate and monitor balance out number to materials and production departments.  Maintain documentation for filing obsolescence claims
• Responsible for work instruction reviews, changes and updates
• Various duties as assigned