Technical Support Representative (West Seneca, NY)

THE ROLE:

The Technical Support Representative provides the highest level of customer service by providing technical assistance, troubleshooting, and resolving customer problems. This role interfaces with CYBRA's R&D and Operations teams on various product issues and contributes to our growing library of support tools and resources.

CORE QUALITIES:

• Passionate, tech-savvy problem solver.
• Dynamic and highly motivated.
• Self-starter who can learn at a fast pace and enjoys collaborating.
• Energized by helping customers meet their goals.
• Excellent written and oral communication skills.

RESPONSIBILITIES:

• Provide quick, proactive customer communication via support hotline, chats, and emails.
• Identify escalations and share with colleagues for fast resolution.
• Report potential issues and customer feedback to the VP of Operations.
• Respond to customer requests in both oral and written communication.
• Troubleshoot customer installations.
• Collaborate with Sales team throughout the entire sales cycle.
• Issue product license keys.
• Work with vendors and suppliers to support customers.
• Document product functions and features.
• Maintain working knowledge of applications and features of all CYBRA products.
• Drive customer satisfaction with our new products.

QUALIFICATIONS AND SKILLS:

• Bachelor's degree preferred.
• 1-2 years related experience and training in hardware and software support.
• A problem-solving mindset.
• The ability to troubleshoot using logic and analytical thinking.
• A strong sense of urgency and attention to detail.
• Aptitude for learning new software programs.
• Familiarity with bar code printing and RFID a plus.
• Familiarity with ERP, WMS, or application software another plus.

COMPANY DESCRIPTION

CYBRA Corporation is a technology company headquartered on the waterfront in lower Westchester, with an additional office in in West Seneca, NY, for our customer support and R&D teams. We are known for industry-leading products and services that help businesses produce, integrate, and manage self-identifying documents and packages, as well as tracking assets. All CYBRA software products run natively on virtually all major computing platforms, as well as in the cloud. CYBRA customers include Nike, Staples, Cardinal Health, Kraft General Foods, Foot Locker, Gucci, TJ Maxx, GM, Fisher Scientific, Crate and Barrel, McKesson, Seiko, Jockey, Manhattan Associates, and VAI. To learn more, go to: https://cybra.com

CONTACT: Candidates ONLY please apply to: jobs@cybra.com No phone calls please.