Support Engineer I

At Advantive, we make purpose-built software for specialty manufacturing and distribution businesses that streamline complex processes, optimize operations visibility and throughput, and drive improved quality, profitability, and revenue growth. Deeply embedded in our customers’ businesses, Advantive’s software solutions add value along the full manufacturing and distribution lifecycle.

Our customers, who include corrugated and packaging manufacturers, equipment and supply wholesale distributors, and automotive and other specialty manufacturers, benefit from our solutions that have been honed over decades in the marketplace. We know our customers’ businesses intimately and deliver software to address their needs.

The Customer Support Engineer which includes tech support, is a vital part of our customers' experience, happiness, and longevity. The CSE will be responsible for troubleshooting and resolving software inquiries from customers across multiple products. This position requires someone that operates with a high sense of urgency, has strong communication skills, an understanding of technology, and can manage client relationships. The CSE role must be professional, solution-oriented, and driven to uncover the root cause of every problem. You'll thrive on being able to quickly analyze the situation, identify the solution, and make clear and informed recommendations to your customers or internal partners. You'll be adept at demonstrating superb communication, organization, and time management skills, and be able to effectively handle several diverse and complex problems at the same time.

Objectives Of This Role

• Assisting customers with product training and advice, including responding to technical customer support issues.
• Providing overall technical support to customers and their teams before and after the sales process.
• Learning customers’ setup, typical workflows, goals, and how they (can) use your products or services to better serve their tasks and goals.
• Helping customers attain value from the products or services they’ve purchased, ideally assisting them in gaining more value than they anticipated.
• Assisting sales and marketing with information about product specifications.
• Monitor common technical support questions and creating scripts for handling those support requests at scale.
• Collaborating with cross functional groups like Professional Services, Product Management, Development and Cloud teams to address customer support tickets.
  
  

Required Skills And Qualifications

• At least 3 years support experience working with enterprise customers in a Technical Support Engineer role.
• Strong verbal and written communication skills, strategic planning, and project management skills
• Analytical and process-oriented mindset
• Troubleshooting skills to analyze, translate and resolve software inquires
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Solutions-oriented
• Coachable and adaptable
• Accepts and embraces feedback to support growth and agile with change.
• Friendly, patient, and always willing to help and go above and beyond to ensure customer happiness.
  
  

Additional Skills And Qualifications Considered

• Training and experience with corrugated & manufacturing industries.
• Experienced in Distribution and DDI or D1 product experience
• Inventory value management.