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Product Platform Lead

Brady Corporation

Milwaukee, WI

Not provided

Not provided

1 month ago

Job Description

Company Overview:


Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady's products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and as of July 31, 2021, employed approximately 5,700 people in its worldwide businesses. Brady's fiscal 2021 sales were approximately $1.14 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available on the Internet at www.bradyid.com .



The innovative spirit, the contagious energy and passion for collaboration drive the sense of community we've built . We work better when we're all together, so all jobs are on-site .

 

Job Summary:


Supports Brady Corporation's full printer product line including portables, benchtops and full software functionality as well as specialty and advanced-level support products. Monitors and manages escalations to Tier II handling more complex escalations and delegating others to be handled by Senior Support Reps. Supports team members in the assessment of all customer issues and the identification of necessary resources and tools to provide solid solutions with an emphasis on minimizing customer effort.  

What you will be doing (Essential Duties and Responsibilities):

Monitor all ongoing Tier II escalated customer issues by the Technical Services Team and ensure proper follow-ups are being conducted in a timely manner as set
out by department guidelines Assigning and delegating escalated cases to Senior Technical Support Representatives based on skill and ability to solve along with providing coaching and direction
where needed Coach and develop employees product support skills (post-product-training) in the assigned product platform line of products supported and contribute to new hire
training of specialized products. Update training materials as needed Provides Tier I support and training for Brady's customers, distributors, and international and domestic sales personnel via phone, email, and chat support channels
in-between handling escalated support requests Acts as a liaison between Technical Support (TS), R&D and Product Management teams, participating in weekly triage meetings and analyzes case data to provide
insights into the quarterly Top 5 report released to Brady leadership Partners with the TS Technical Writer to ensure adequate support documentation is available to Brady support personnel and customers Strives to maintain service levels set forth by the Technical Support Supervisor Provides answers to customers by identifying and troubleshooting problems, research answers and guide customers through corrective action steps Processes the generation of month TS Bulletin and Top 5 reports to the business, representing the product platform line of products supported. Analyze reports while
confirming integrity of the data Other duties as determined and assigned by the Technical Support Manager
What you need to be successful (Required Knowledge, Skills & Abilities):


Additional years of experience or education may be substituted for each other as determined by Human Resources   High School Diploma required. College degree in a technical field preferred Minimum of 3 years within Customer/Technical Support Proven facilitator and presentation skills for assisting training sessions is required Basic computer skills and experience working with Microsoft Office and/or Google Suite products Previous experience working with SAP and Salesforce.com CRM or equivalent operating system is preferred Ability to conduct problem solving through root cause identification, assessment of standard operating procedure, and individual decision making Ability to multi-task, meet deadlines and execute project ownership from start to finish Strong attention-to-detail in a highly dynamic and changing environment Can apply critical thinking and analysis to gaps impacting customer and employee experience Understands different learning styles and the need for adapted communication methods when providing peer to peer coaching  

Physical Demands and/or Work Environment:


While performing the duties of this job, the employee must be able to use a keyboard, calculator, and telephone. Frequent sitting, talking, hearing, and occasionally stand, stoop, kneel, crouch, crawl, lift (20 lbs.), and an ability to adjust vision for close vision work. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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