Application Support Specialist-UK

Company Description

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 1000 customers, 1400 plants and 325,000 users, Redzone is changing the way people work – one plant at a time.

Job Description

We are seeking an Application Support Specialist to join our Redzone team in the United Kingdom. Looking for A 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 of Sensors, Manufacturing Equipment, and PLCs.

This is a fully remote role located in the UK. No visa sponsorship available.

Role Overview:

• Provide patience, empathy, and a customer-centric approach to handling support requests.
• Provide timely and accurate troubleshooting for both hardware and software issues
• Interact with end-users via Google Meet, email, or chat to help resolve their technical issues
• Manage and record all technical issues and resolutions using Intercom.
• Take ownership of customer issues reported and see problems through to resolution
• Prioritize and manage many customers and issues at one time
• Apply troubleshooting techniques before escalating issues
• Monitor health of customer environments and proactively tackle issues
• Analyze records and logs to spot underlying trends and potential issues
• Work alongside Engineering team to learn and stay current on new technologies for the infrastructure
• Celebrate team-based goals for best-in-class SLA and CSAT metrics.

Qualifications

Education and Experience:

• Minimum Bachelor’s degree required
• Minimum 5+ years experience in Application Support, Technical Support and BI Support. 
• Expert user in iOS
• Knowledge of manufacturing processes and quality control will be of advantage
• Clear and concise communication for technical and non-technical audiences

Desired Skills:

• Database Knowledge - ODBC connections- SQL Reporting Services
• Cloud AWS – features, abilities, considerations - Kubernetes Containers
• Intercom or similar Help Desk ticketing system
• Software – GitHub, Slack, Google Meet, or similar communication tools
• Controls & Automation – Working Knowledge of Sensors, Manufacturing Equipment, and PLCs
• ITIL Framework Knowledge (incident management, problem management, change management)
• Exemplary communications, organizational, and interpersonal skills
• Self-motivated and able to maintain high productivity and focus in an unsupervised work environment
• Fully proficient in English

Additional Information

About 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. 

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