Customer Service Representatives (CSRs) are critical roles providing support to our Help Desk and Panini customer solutions. The role interacts with both internal and external customers to maintain the highest level of customer satisfaction and service excellence. The CSR will be responsible for assisting our existing customers and attracting new customers by answering product and services related questions, while also providing information on our extensive products and services portfolio. Our CSR’s develop long-term relationships with both our end customers, software providers and Channel Partner representatives. This is a customer facing role that is performed both in our call center as well as on location (customer site). Our ability to provide services, while mobile and working remote is a key differentiator that also offers excitement and opportunity for our CSR’s.

The CSR will be assisting our Independent Software Vendors, Value Added Resellers, and End Users in identifying technical issues via phone and email communication. The role will require strong interpersonal and communication skills, as well as the ability to professionally manage the needs of customers. Desktop support and operating system knowledge is required. This person should be motivated by new challenges and have strength in quickly learning new technologies, as you will be the first line of support for Panini products and services.

Our CSR’s work alongside our R&D department to assist in testing of new Panini products, in-the-field applications and utilities for support, as well as assist in the compatibility testing process for new Panini API releases with all supported Microsoft operating platforms.

Major Job Responsibilities

• Provide desktop support related to Panini Help Desk Services
• Assist CSR team, partners and end users with software and hardware technical troubleshooting
• Diagnose, replicate and communicate product issues reported by CSR team
• Build and maintain internal technical knowledge of Panini products and services by keeping current and complete documentation
• Assist our R&D department with testing of new product software and hardware features
• Participate in API testing and development
• Perform Microsoft testing of new driver releases for Panini and assist in obtaining the Microsoft Certifications and Signature files needed to incorporate into our API
• Provide Level 1 IT (hardware and network) support to Panini internal users on occasion (up to 20% of the time)
• Maintain strong customer relationships
• Occasional customer site visits for software or systems type deployments and/or issues

Knowledge and Skills

• Desktop and IT Support experience required.
• Demonstrated expertise of personal computing software and operating systems (Windows & Mac). Networking experience is desired.
• Comfortable working in a fast-paced environment.
• Quickly adapt to new technology, both software and hardware based.
• Strong interpersonal and communication skills.
• Ability to work in both self-directed and team oriented situations.

Minimum Qualifications

• Bachelor’s degree and 1-3 years of related work experience.
• In absence of degree, 3-5 years of related work experience.
• Ability to travel as needed to US customer/partner locations (up to 30%)

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Ability to commute/relocate:

• Miamisburg, OH 45342: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Desktop support: 1 year (Preferred)
• Customer support: 1 year (Preferred)

Work Location: In person

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