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Application Support Specialist
hace 1 mes
Redzone helps manufacturers make more product for less while greatly improving the employee experience. While there is a lot of hype around digital transformation, the factory of the future, and Industry 4.0, the focus has been on the equipment and technology – not the people. At Redzone, we are all about the people, what we call "the connected worker." We make frontline teams more engaged and more productive so their lives improve while contributing to positive business outcomes. We do this by combining exceptional software and world-class coaching, giving our customers an average productivity increase of 22% in 90 days. Redzone brings together Production, Maintenance, and Quality teams, improving the communications between those teams to resolve issues and increase output. Decision-making happens on the shop floor by the people doing the work, in real time, for immediate impact and a better overall employee experience.With over **** customers, **** plants and 325,000 users, Redzone is changing the way people work – one plant at a time.Job DescriptionWe are seeking anApplication Support Specialistto join our Redzone team.Looking forA Technologist who loves a fast-paced team environment, frequent customer communication, and solving customer problems. A Professional who has previous experience working in automatization of factories, especially in Food and Beverage sector and Packaging sector with working knowledge ofSensors, Manufacturing Equipment, and PLCs.This is a remote position but candidates must be located in Mexico CityThe schedule includes weekends (Thursday to Monday shift) and working hours would be 7 am - 4pm Central Mexico timeRole Overview:Provide patience, empathy, and a customer-centric approach to handling support requests.Provide timely and accurate troubleshooting for both hardware and software issuesInteract with end-users via Google Meet, email, or chat to help resolve their technical issuesManage and record all technical issues and resolutions using Intercom.Take ownership of customer issues reported and see problems through to resolutionPrioritize and manage many customers and issues at one timeApply troubleshooting techniques before escalating issuesMonitor health of customer environments and proactively tackle issuesAnalyze records and logs to spot underlying trends and potential issuesWork alongside Engineering team to learn and stay current on new technologies for the infrastructureCelebrate team-based goals for best-in-class SLA and CSAT metrics.QualificationsEducation and Experience:3+ years experience in Application Support, Technical Support and BI Support.Expert user in iOSKnowledge of manufacturing processes and quality control will be of advantageClear and concise communication for technical and non-technical audiencesDesired Skills:Database Knowledge - ODBC connections- SQL Reporting ServicesCloud AWS – features, abilities, considerations - Kubernetes ContainersIntercom or similar Help Desk ticketing systemSoftware – GitHub, Slack, Google Meet, or similar communication toolsControls & Automation – Working Knowledge of Sensors, Manufacturing Equipment, and PLCsITIL Framework Knowledge (incident management, problem management, change management)Exemplary communications, organizational, and interpersonal skillsSelf-motivated and able to maintain high productivity and focus in an unsupervised work environmentFully proficient in EnglishAdditional InformationAbout QAD and QAD Redzone:QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises.QAD Redzone helps to enable QAD's vision for the Adaptive Enterprise. Labor productivity improvements directly impact efficiency. Productive and empowered employees increase the effective capacity of your plant and accelerate time to productivity for new employees giving manufacturers the agility to increase production beyond what was previously possible without having to invest in production equipment or new plants, and reduce the amount and impact of employee attrition. Empowered employees with a growth mindset take extreme ownership of challenges that impact their production goals, creating resilience in the face of disruption.We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.#LI-Remote
