**Primary responsibilities**:
- Respond to cases in SalesForce and answering phone calls via a queue in a timely manner.
- Review support cases logged via the customer portal, populating any missing detail, and confirming accuracy of data
- Review case priority; maintain strict adherence to priority-based requirements
- Make case routing decision for cases regarding ownership
- Collaborate with global teams and/ or R&D teams when necessary.
Escalate or re-route cases as required after thorough investigation
- Escalate to SME's as required without losing ownership
- Maintain and continuously grow a solid knowledge base of one or more ePS systems; keep knowledge up to date regarding system improvements and new versions.
- In areas of expertise, serve as a mentor to other team members
- Assist in developing and maintaining new and existing support tools and knowledge database
- Assist in recreating product defects for resolution
- Timely closure of cases, capturing all relevant resolution details accurately
- Work with different Tier Support Peers and Development for environment setup/ DB capture/ other tasks as needed
- Submit new solutions in ePS's knowledge base with proper documentation and possible addition to knowledge base
- Other support tasks as determined by Team Lead and/ or Global Customer Success Manager.
**Experience requirements**
- Strong customer service experience providing software support to external customers
- Confidence delegating tasks and providing guidance to as required
- Confidence in talking directly to client contacts at all levels
- Excellent organizational and interpersonal skills
- Excellent English verbal/written communication skills.
- Ability to clearly document
- Confident, articulate, and professional speaking
- Willingness to learn
- A self-starter - ability to work with mínimal guidance in a fast-paced environment
- Packaging Printing Industry Experience
- ERP Experience and understanding
- Knowledge of SalesForce CRM or other call tracking systems
- Willing to work in shifts.
- Foreign Language proficiency is an added bonus.
- Excellent Critical Thinking and Time Management skills
**Education Requirements**:
- Bachelor's and/or Master's degree in Printing, Packaging or related field.
At ePS, we are a global team that solves unique business challenges for our customers worldwide.
We believe in and are committed to fostering an inclusive workplace where our rich diversity fuels continuous innovation and success, valuing everyone's expertise and unique perspective.
Our commitment to our customers and to an inclusive culture will be evidenced through our actions, outcomes, and the quality of our products and services.
ePS - Empowering Packaging & Print Industries!