Chicago, Illinois, U.S.A.
Role
As a DELMIAWorks Support Engineer focused on first-level support for DELMIAWorks ERP, you will play a crucial role in ensuring our clients receive timely assistance and resolution to their software-related inquiries. Your primary responsibility will be to address and resolve technical issues, provide guidance on software functionality, and escalate complex issues to the appropriate teams.
The Candidate
The ideal candidate is technically adept with strong problem-solving abilities and excellent communication skills. This person should have a customer-centric mindset, adaptability to handle evolving issues, attention to detail, and be a collaborative team player. Continuous learning and staying updated are essential for success in this role.
Responsibilities
- Serve as the first point of contact for clients seeking technical assistance with DELMIAWorks ERP.
- Respond to customer inquiries via phone, email, and ticketing system, providing prompt and accurate solutions.
- Troubleshoot and diagnose software problems, escalating unresolved issues to the appropriate technical teams for further investigation and resolution.
- Document customer interactions, issues, and resolutions in our support database, ensuring accurate and thorough records are maintained.
- Provide proactive support and guidance to clients, including software updates, patches, and best practices for system optimization.
Qualifications
- Bachelor's degree in Business, Information Technology, or a related field.
- Proven experience in a technical support role, preferably providing support for ERP or similar enterprise software applications.
- Strong problem-solving skills and the ability to troubleshoot complex technical issues effectively.
- Excellent communication and interpersonal skills, with the ability to convey technical information clearly and concisely to clients of varying technical backgrounds.
- Familiarity with SQL databases and ERP systems is a plus.
- Customer-focused mindset with a passion for delivering exceptional service and support.
- Ability to work independently and collaboratively in a fast-paced environment.
Compensation & Benefits
BrainSurf provides casual work environment, competitive salary, annual bonus, company outings, health/dental insurance, 401k, and 15 Personal Days per year to start.
About Us
BrainSurf is a distributor of the manufacturing ERP software DELMIAWorks (IQMS), with offices in the U.S. and Europe. Our team comprises collaborative and energetic professionals with extensive experience in DELMIAWorks implementation consulting, training, and support. With a personalized approach and a commitment to client success, we empower businesses to get the most out of DELMIAWorks. Whether it's optimizing processes, enhancing productivity, or improving overall performance, we work closely with our clients to ensure they derive maximum value from their investment.
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