Helpdesk Technician Level III

Responsibilities

• Responds to technical support requests via telephone, email, and web meetings with expert-level troubleshooting and solutions
• Handles escalated support cases that require more advanced technical knowledge
• Schedules and manages appointments with customers for complex software installations, updates, and system integrations
• Sources and integrates answers from Product Managers and development teams
• Follows up with customers promptly, ensuring issues are resolved to their satisfaction
• Coordinates with other team members and departments to provide comprehensive support
• Conducts up to 35% travel, including overnight travel for high-priority projects in the USA, Canada, Mexico, and Europe
• Delivers customer training and conducts sales demonstrations, showcasing in-depth product knowledge
• Provides mentorship and training to Level I and Level II technicians
• Participates in the development of support documentation and best practices
• Engages in continuous improvement initiatives and contributes to software development feedback

Requirements

• Bachelor's degree in related filed or equivalent to experience
• Excellent presentation and advanced communication skills
• Ability to remain calm and effective under pressure
• Superior Information Technology, computer, and software skills
• Proficiency in Microsoft Office and Windows, with advanced usage capabilities
• Ability to manage and prioritize a high volume of complex tasks efficiently
• Strong commitment to learning and mastering our software
• Maintains a clean and valid driver's license
• Possesses or is able to obtain a passport
• Extensive experience in Technical Support for CAD/CAM Nesting Software
• Comprehensive understanding of G-Code
• Six plus years of experience in the Metal Fabrication or Manufacturing Industry
• Demonstrated ability to lead and mentor junior staff members

Nice to have

• Prior experience using or supporting ERP systems preferred
• Advanced troubleshooting skills to address and resolve complex technical issues
• Exceptional drive to deliver outstanding customer service
• Deep empathy for our customers and a strong respect for their time and needs
• Expertise in task prioritization and advanced time management skills
• Commitment to continuous learning and deepening their understanding of our software systems
• Leadership qualities to guide and mentor Level I and Level II technicians

What the company offers

• Paid Time Off (PTO)
• Comprehensive benefits (Medical, Dental, Vision, STD, LTD)
• Life Insurance
• Paid Holidays
• 401(k) with 100% match up to 5%