Sorry, this listing is no longer accepting applications. Don’t worry, we have more awesome opportunities and internships for you.

Associate Director, Single Cell Biology

Kofax

Associate Director, Single Cell Biology

Avon, OH
Full Time
Paid
  • Responsibilities

    The Associate Technical Support Engineer is responsible for providing 1st level technical support to end customers of Tungsten Network platform for suppliers onboarding, PO exchange, E-Invoicing, compliance, and payment processing.

    Respond and resolve client support requests, received by phone, ticket & email in an effective and timely manner.  In addition, the position requires frequent interaction with Subject Matter Experts, Sr. Technical Support Engineers, and 2nd Level Teams to properly document and addressed complex client queries. Ad hoc projects and assignments. This is a remote role with the potential to become hybrid in the future with 1-2 days on-site in our Atlanta location. 

    KEY RESPONSIBILITIES

    • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
    • Record, respond to and resolve client support requests - received by phone, email and via the Salesforce Ticketing System in a professional manner within agreed SLA.
    • Research, diagnose, troubleshoot, and identify solutions to resolve customer queries.
    • Take ownership of customer issues, provide prompt and accurate feedback to customers, and see problems through to resolution.
    • Document knowledge in the form of knowledge base tech notes and articles, ensure proper recording and closure of all open cases.
    • Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term
    • 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 problem.
    • Approach complex technical issues with varying perceptions and make use of opportunities to create and implement productivity tools
    • Perform tasks assigned by the team leader or Technical Support Director

    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

    • Evidence of a good standard of education – Degree, Baccalaureate or equivalent in computer science, computer information systems or related experience.
    • Optional: Relevant experience may be considered in lieu of above requirement.
    • Proven working experience in enterprise technical support, IT support or as a customer support professional.
    • Strong problem-solving skills and Excellent client-facing skills.
    • Knowledge of invoicing/accounting packages.
    • Good knowledge of Windows with the ability to carry out root cause analysis
    • Working knowledge of Microsoft Office products, local and hosted
    • Knowledge of Data transfer protocols will be considered an advantage – AS2 (Applicability Statement 2), SFTP (SSH File Transfer Protocol), FTP (File Transfer Protocol), EDI etc.
    • Previous experience with Structured Query Language (SQL) will be a plus.
    • Maintain technical knowledge to keep up with changes in technology
    • Resourceful team player with strong interpersonal skills.
    • Result-oriented with strong problem-solving skills.
    • Strong English language written and verbal skills.

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

  • Qualifications

    Previous experience in a printing environment preferred. Some experience in the operation of various hand tools preferred. Must be able to work in a team environment.

     

    RRD IS AN EEO/AA INCLUDING VETS AND DISABLED EMPLOYER