34 Technical Support jobs in Franksville

Job Description Summary Technical Support Specialist Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

Technical Support Specialists (TSS) provide technical phone support and problem resolution for customers of Parata’s pharmacy automation solutions. TSS will instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications. Prior customer service experience and strong digital literacy are a must.

This role is based in our Pleasant Prairie, WI office, with an in-office schedule from Monday to Thursday and work remotely on Fridays.

Key Responsibilities

• Demonstrates effective use of phone and email for communication channel
• Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes.  Uses plain talk to explain sophisticated or technical concepts
• Sets clear objectives and measure for expectations and timelines (Internal or External)
• Supports the resolution of trending issues
• Sets clear expectation and models behavior to encourage high level maintenance of data quality and integrity (CRM)
• Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts
• Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met

Accountability

• Models and sets expectations for high-quality personal case management
• Mentors and moderates process, progress, and results to ensure alignment to process checklists & collaboration process
• Models continuous learning and cultivates an environment to encourage others to continue customer education (clinical and technical)
• Knows and supports teammates’ work and results. Helps teammates who need or ask for support or assistance
• Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner
• Displays a positive demeanor about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job

Problem Solving / Decision Making

• Consults with field service engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as vital, from more senior staff; following up with local service personnel to ensure problem resolution and customer satisfaction.
• Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress
• Ensures good decisions are made when resolving new/recurring/ongoing cases
• Peer mentor and actively partners cross-regionally and across teams to tackle issues
• Accurately assesses priority level and actively seeks to assist peers in assessing priority
• Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties

Technical

• Sophisticated understanding of BD products and how technical support and Field supports them in our customers' environments
• Maintains a knowledge base of the products, prices and services available to the customer
• Understanding of how our products enhance and interact with client workflow
• Ability to identify issue-trends and uses available tools, resources, and team collaboration to solve customer issues
• May represent Technical Assistance Center interests on multi-functional project teams as needed.

Administrative /Other

• Alignment to work and call schedules
• Timely completion of any Company or Department required training.
• Performs other administrative tasks as needed

Knowledge and Skills required:

• Demonstrated customer service experience in a technical support environment.
• Demonstrated technical ability.
• Possess solid customer service skills.
• Ability to ensure effective solve techniques with end users of various levels of technical expertise.
• Superb communication skills including good grammar, enunciation and listening skills.
• Highly motivated to provide superior customer care.
• Familiarity with basic networking hardware and software components.
• Ability to work in a team environment.
• Self-motivated individual with good work ethic.
• Able to work with minimal supervision.
• Willingness to extend him/herself beyond the specified workday as required by the situation.
• Possess the abilities vital to document practices and procedures.

Education and Experience required:

• Associate’s degree in business or technical field with 1-2 years of technical support experience OR equivalent of 2 or more years of applicable experience may be substituted for the formal education requirement.
• Customer service support experience in an IT support setting
• Ability to comprehend technical issues and read technical manuals.
• Ability to travel up to 15% domestic travel as needed, including travel for in person training

Preferred Qualifications:

• One industry specific certification strongly desired (CompTIA A+, Net+, Security+) or equivalent.
• Software knowledge; Microsoft certification or IT support experience a plus.

Work Environment and Physical Demands

• Flexible in working hours, primarily supporting during the hours of department operation.
• Hours of Operation: 24 hours a day, seven days per week, including all holidays.
• Has ability to work weekend shifts and holiday coverage, as scheduled, on a rotational basis.

The above characteristics are representative of the physical and environmental conditions typically encountered while performing the essential functions of this position. Reasonable accommodations may be made, upon request and when feasible, to enable individuals with disabilities to perform these functions without undue hardship to the organization.

• Work is primarily performed in an office setting, with limited exposure to adverse environmental conditions.
• Duties may involve frequent use of hands and fingers for activities such as typing, grasping, pinching, and other repetitive motions.
• The role may require the ability to view a computer screen for extended periods, as well as the ability to communicate effectively, including speaking and hearing.
• The position may involve sitting for prolonged periods.
• The ability to occasionally lift, carry, push, or pull up to 30 pounds and frequently handle items up to 5 pounds may be required.
• Additional physical tasks may be necessary depending on operational needs.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

To learn more about BD visit 

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.

#earlycareer

Required Skills

Optional Skills

.

Primary Work Location USA WI - Pleasant Prairie Additional Locations Work Shift

Join our team which is committed to the delivery of the highest quality healthcare service. We are seeking a full-time Technical Support Specialist who is self-motivated, energetic, and a take-charge individual.

General Statement of Duties:

The Technical Support Specialist's role is to ensure proper computer and related peripheral equipment operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostics, preventative maintenance tasks, setup of and configuration of new equipment and software solutions as well as responding to service and support requests from staff tracked via an organizationally identified request tracking tools. This role requires both direct user interaction and remote support of staff

who may be working both on site and off site.

Responsibilities:

1. Respond to and aid users with all manner of technical support issues which may be generated via phone, email, service desk requests or direct interactions with user as well as by supervisors of departments or the supervisory/lead/senior roles with the Information System team.
2. Prepare and update internal documentation to ensure accuracy of procedural documents, manuals, training materials for software installations and equipment use.
3. Installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
4. Work with users to develop secure technical behaviors as required to protect the assets and information and data of SSCHC and aid in the enforcement of the security standards of SSCHC as they related to technology use and operation.
5. Deploy new applications and enhancementsupdates and upgrades to existing applications hardware and software aiding users in the adoption of these tools to work tasks.
6. Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices.
7. Works with team members to troubleshoot both complex and routine computer and computer peripheral issues. In this process record, track, and document service efforts and problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
8. Performs one-on-one as well as group coaching andor training on technology solutions and usage when necessary
9. Remain engaged on issues through completion to the best of their ability to ensure resolution or escalation of issues to senior level staff or Information Systems leadership to ensure staff issues are remedied or escalated to parties who will assume responsibility for remedy of issues.

Qualifications:

1. Two years of Technical school education in Information Services, computer repair or equivalent training or equivalent documentable experience in a professional environment where technical support was a primary responsibility
2. Knowledge of and experience working with and supporting current desktop operating systems common business productivity toolsets such as Microsoft Office 365 products.
3. Knowledge of Office 365 cloud-based tools used in a professional environment preferred.
4. Knowledge of and experience working with common remote access support tools preferred
5. Demonstrated troubleshooting and problem-solving skills in previous work history
6. Strong customer service experience background with at least 4 years of direct customer service experience
7. Previous experience in a healthcare related environment preferred but not required
8. Strong communication skills and ability to communicate complex technical details with a layman type language set
9. Strong sense of professional ethics and understanding of the importance of privacy associated with employment within the healthcare industry.
10. Valid Wisconsin driver's license and current auto insurance.
11. Ability to relate well to people from diverse ethnic and cultural backgrounds.
12. Bilingual in Spanish/English considered a plus.

Technical Support Specialist

We are the makers of possible. BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it's no small feat. It takes the imagination and passion of all of usfrom design and engineering to the manufacturing and marketing of our billions of MedTech products per yearto look at the impossible and find transformative solutions that turn dreams into possibilities. We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a maker of possible with us.

Technical Support Specialists (TSS) provide technical phone support and problem resolution for customers of Parata's pharmacy automation solutions. TSS will instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications. Prior customer service experience and strong digital literacy are a must. This role is based in our Pleasant Prairie, WI office, with an in-office schedule from Monday to Thursday and work remotely on Fridays.

Key Responsibilities

• Demonstrates effective use of phone and email for communication channel
• Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes. Uses plain talk to explain sophisticated or technical concepts
• Sets clear objectives and measure for expectations and timelines (Internal or External)
• Supports the resolution of trending issues
• Sets clear expectation and models behavior to encourage high level maintenance of data quality and integrity (CRM)
• Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts
• Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met

Accountability

• Models and sets expectations for high-quality personal case management
• Mentors and moderates process, progress, and results to ensure alignment to process checklists & collaboration process
• Models continuous learning and cultivates an environment to encourage others to continue customer education (clinical and technical)
• Knows and supports teammates' work and results. Helps teammates who need or ask for support or assistance
• Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner
• Displays a positive demeanor about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job

Problem Solving / Decision Making

• Consults with field service engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as vital, from more senior staff; following up with local service personnel to ensure problem resolution and customer satisfaction.
• Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress
• Ensures good decisions are made when resolving new/recurring/ongoing cases
• Peer mentor and actively partners cross-regionally and across teams to tackle issues
• Accurately assesses priority level and actively seeks to assist peers in assessing priority
• Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties

Technical

• Sophisticated understanding of BD products and how technical support and Field supports them in our customers' environments
• Maintains a knowledge base of the products, prices and services available to the customer
• Understanding of how our products enhance and interact with client workflow
• Ability to identify issue-trends and uses available tools, resources, and team collaboration to solve customer issues
• May represent Technical Assistance Center interests on multi-functional project teams as needed.

Administrative / Other

• Alignment to work and call schedules
• Timely completion of any Company or Department required training
• Performs other administrative tasks as needed

Knowledge and Skills Required:

• Demonstrated customer service experience in a technical support environment.
• Demonstrated technical ability.
• Possess solid customer service skills.
• Ability to ensure effective solve techniques with end users of various levels of technical expertise.
• Superb communication skills including good grammar, enunciation and listening skills.
• Highly motivated to provide superior customer care.
• Familiarity with basic networking hardware and software components.
• Ability to work in a team environment.
• Self-motivated individual with good work ethic.
• Able to work with minimal supervision.
• Willingness to extend him/herself beyond the specified workday as required by the situation.
• Possess the abilities vital to document practices and procedures.

Education and Experience Required:

• Associate's degree in business or technical field with 1-2 years of technical support experience OR equivalent of 2 or more years of applicable experience may be substituted for the formal education requirement.
• Customer service support experience in an IT support setting
• Ability to comprehend technical issues and read technical manuals.
• Ability to travel up to 15% domestic travel as needed, including travel for in person training

Preferred Qualifications:

• One industry specific certification strongly desired (CompTIA A+, Net+, Security+) or equivalent.
• Software knowledge; Microsoft certification or IT support experience a plus.

Work Environment and Physical Demands:

• Flexible in working hours, primarily supporting during the hours of department operation.
• Hours of Operation: 24 hours a day, seven days per week, including all holidays.
• Has ability to work weekend shifts and holiday coverage, as scheduled, on a rotational basis.
• The above characteristics are representative of the physical and environmental conditions typically encountered while performing the essential functions of this position. Reasonable accommodations may be made, upon request and when feasible, to enable individuals with disabilities to perform these functions without undue hardship to the organization.
• Work is primarily performed in an office setting, with limited exposure to adverse environmental conditions.
• Duties may involve frequent use of hands and fingers for activities such as typing, grasping, pinching, and other repetitive motions.
• The role may require the ability to view a computer screen for extended periods, as well as the ability to communicate effectively, including speaking and hearing.
• The position may involve sitting for prolonged periods.
• The ability to occasionally lift, carry, push, or pull up to 30 pounds and frequently handle items up to 5 pounds may be required.
• Additional physical tasks may be necessary depending on operational needs.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why join us? A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable

**Job Description Summary**
Technical Support Specialist
**Job Description**
**We are the makers of possible**
BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities.
We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a **_maker of possible_** with us.
**Technical Support Specialists** (TSS) provide technical phone support and problem resolution for customers of Parata's pharmacy automation solutions. TSS will instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications. Prior customer service experience and strong digital literacy are a must.
**This role is based in our Pleasant Prairie, WI office, with an in-office schedule from Monday to Thursday and work remotely on Fridays.**
**Key Responsibilities**
+ Demonstrates effective use of phone and email for communication channel
+ Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes. Uses plain talk to explain sophisticated or technical concepts
+ Sets clear objectives and measure for expectations and timelines (Internal or External)
+ Supports the resolution of trending issues
+ Sets clear expectation and models behavior to encourage high level maintenance of data quality and integrity (CRM)
+ Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts
+ Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met
**_Accountability_**
+ Models and sets expectations for high-quality personal case management
+ Mentors and moderates process, progress, and results to ensure alignment to process checklists & collaboration process
+ Models continuous learning and cultivates an environment to encourage others to continue customer education (clinical and technical)
+ Knows and supports teammates' work and results. Helps teammates who need or ask for support or assistance
+ Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner
+ Displays a positive demeanor about the work to be done, co-workers, customers, management, and employer policies
+ Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job
**_Problem Solving / Decision Making_**
+ Consults with field service engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as vital, from more senior staff; following up with local service personnel to ensure problem resolution and customer satisfaction.
+ Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress
+ Ensures good decisions are made when resolving new/recurring/ongoing cases
+ Peer mentor and actively partners cross-regionally and across teams to tackle issues
+ Accurately assesses priority level and actively seeks to assist peers in assessing priority
+ Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties
**_Technical_**
+ Sophisticated understanding of BD products and how technical support and Field supports them in our customers' environments
+ Maintains a knowledge base of the products, prices and services available to the customer
+ Understanding of how our products enhance and interact with client workflow
+ Ability to identify issue-trends and uses available tools, resources, and team collaboration to solve customer issues
+ May represent Technical Assistance Center interests on multi-functional project teams as needed.
**_Administrative_** **/Other**
+ Alignment to work and call schedules
+ Timely completion of any Company or Department required training.
+ Performs other administrative tasks as needed
**Knowledge and Skills required:**
+ Demonstrated customer service experience in a technical support environment.
+ Demonstrated technical ability.
+ Possess solid customer service skills.
+ Ability to ensure effective solve techniques with end users of various levels of technical expertise.
+ Superb communication skills including good grammar, enunciation and listening skills.
+ Highly motivated to provide superior customer care.
+ Familiarity with basic networking hardware and software components.
+ Ability to work in a team environment.
+ Self-motivated individual with good work ethic.
+ Able to work with minimal supervision.
+ Willingness to extend him/herself beyond the specified workday as required by the situation.
+ Possess the abilities vital to document practices and procedures.
**Education and Experience required:**
+ Associate's degree in business or technical field with 1-2 years of technical support experience **OR** equivalent of 2 or more years of applicable experience may be substituted for the formal education requirement.
+ Customer service support experience in an IT support setting
+ Ability to comprehend technical issues and read technical manuals.
+ Ability to travel up to 15% domestic travel as needed, including travel for in person training
**Preferred Qualifications:**
+ One industry specific certification strongly desired (CompTIA A+, Net+, Security+) or equivalent.
+ Software knowledge; Microsoft certification or IT support experience a plus.
**Work Environment and Physical Demands**
+ Flexible in working hours, primarily supporting during the hours of department operation.
+ Hours of Operation: 24 hours a day, seven days per week, including all holidays.
+ Has ability to work weekend shifts and holiday coverage, as scheduled, on a rotational basis.
**The above characteristics are representative of the physical and environmental conditions typically encountered while performing the essential functions of this position. Reasonable accommodations may be made, upon request and when feasible, to enable individuals with disabilities to perform these functions without undue hardship to the organization.**
+ Work is primarily performed in an office setting, with limited exposure to adverse environmental conditions.
+ Duties may involve frequent use of hands and fingers for activities such as typing, grasping, pinching, and other repetitive motions.
+ The role may require the ability to view a computer screen for extended periods, as well as the ability to communicate effectively, including speaking and hearing.
+ The position may involve sitting for prolonged periods.
+ The ability to occasionally lift, carry, push, or pull up to 30 pounds and frequently handle items up to 5 pounds may be required.
+ Additional physical tasks may be necessary depending on operational needs.
At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
**Why Join Us?**
A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.
To learn more about BD visit? Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.
#earlycareer
Required Skills
Optional Skills
.
**Primary Work Location**
USA WI - Pleasant Prairie
**Additional Locations**
**Work Shift**
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

**Calling all innovators - find your future at Fiserv.**
We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
**Job Title**
Client Technical Support Apprentice
**What does a successful Client Technical Support Apprentice do at Fiserv?**
Imagine kickstarting your career with an apprenticeship that offers hands-on experience and a solid foundation in technology! As an apprentice, you'll dive into the tech world with 9 weeks of Related Technical Instruction (RTI) followed by On-the-Job Training (OJT). RTI gives you the skills and knowledge in a classroom setting, then OJT lets you apply what you've learned in real-world projects. It's an incredible opportunity to grow, learn, and make a difference at Fiserv.
**Note:** To be eligible for this apprenticeship, you must reside within the city of Milwaukee.
As a Client Technical Support Representative Apprentice at Fiserv, you will serve as the client's point of contact for resolving product and service-related issues. You'll be a vital part of a dedicated team known for efficiently and accurately addressing client questions and issues. Throughout the 9-week Related Technical Instruction in Milwaukee, WI, you will gain the knowledge and hands-on experience needed to provide exceptional support for our products and services. No prior industry experience is required-this is an entry-level position designed for career starters through our apprenticeship program. This role is designed to help you develop a robust understanding of Fiserv's systems and products, setting you up for a successful career in Client Services.
**What you will do:**
+ Participate in a 9-week comprehensive Related Technical Instruction, which includes both classroom instruction and on-the-job training.
+ Provide proactive outreach and timely responses to client service questions and product support after the training.
+ Serve as an escalation point for product and service-related issues from clients post-training.
+ Learn more about how Fiserv's products and solutions work together.
+ Log and track all cases and tasks in our tracking tool and become proficient in doing so during the apprenticeship.
+ Collaborate with other support entities, such as development and product management, to resolve client issues.
+ Analyze assigned cases for trends and communicate findings to appropriate teams.
**What you will need to have:**
+ High school diploma or GED and/or equivalent military experience.
+ Must be a resident of the City of Milwaukee for the duration of the Apprentice Program.
+ 1+ years of experience in a client support role.
+ 1+ years of experience with Microsoft Office Products in a work, military, or school environment.
**What would be great to have:**
+ U.S. Military experience.
+ Eagerness to learn, a proactive approach to solving issues, and strong analytical skills with the ability to communicate findings effectively.
+ Experience in Banking, Product Support, Client Service, or collaborative troubleshooting gained through academic or practical experience.
+ Ability to interact with technical teams and build working networks.
+ Knowledge of Fiserv products and services is a plus but not required as you will receive comprehensive training during your apprenticeship.
+ Basic understanding of case management applications and ability to prioritize workload.
+ Familiarity with case tools such as ServiceNow or other ticketing systems would be beneficial.
+ Financial industry experience or a strong interest in financial technology services.
**Perks at Work:**
+ We're #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
+ Maintain a healthy work-life balance with paid holidays, generous time off policies, including Recharge & Refuel time for qualifying associates, and free counseling through our EAP.
+ Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
+ Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
+ Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
+ Advance your career with training, development, certification, and internal mobility opportunities.
+ Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.
**In order to be considered, you must be legally authorized to work in the U.S. without need for visa sponsorship, now or in the future.**
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
_Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate._
Thank you for considering employment with Fiserv. Please:
+ Apply using your legal name
+ Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
**Our commitment to Equal Opportunity:**
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact . Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv's Disability Accommodation Policy for additional information.
**Note to agencies:**
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
**Warning about fake job posts:**
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.

We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

The Associate Industrial Technical Support Specialist is responsible for providing technical support to our authorized dealer network including fielding and resolving technical service issues, troubleshooting support, and authorizing warranty repairs autonomously with guidance from leadership and higher-level support specialists.

Major Responsibilities:

• Answer inbound calls and respond to emails from Dealer Technicians including master technicians and answer standard questions over the phone.

• Provide accurate, timely, and descriptive notes during calls.

• Solves routine to non-routine problems.

• Instruct new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.

• Troubleshoot with the dealer technician to resolve issues with the product in the field.

• Assist with on-site troubleshooting, diagnosis, and repair as required.

• Gather and prepare documentation regarding product failure for further analysis by quality and engineering teams.

Minimum Job Requirements:

• Associate's degree automotive or diesel technology or equivalent experience in relevant technical field.

• Basic technical experience in automotive repair, diesel engines, gaseous engines, or generators

Knowledge / Skills / Abilities

• Basic understanding of mechanical and electrical (AC/DC) fundamental theory.

• Be able to read and follow wiring diagrams and schematics.

• Excellent Customer Service skills.

• Ability to communicate verbally and in writing in a professional manner.

• Basic understanding and knowledge of engine diagnostics and troubleshooting of gensets.

• Ability to remain calm in high-stress situations.

• Solid knowledge of Microsoft office suite.

• Developing leadership competencies.

• An ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience.

• Demonstrated Problem-solving skills.

• Basic knowledge of control system programming.

Preferred Job Requirements:

• Bachelor's Degree in a technical field

• AC or DC Electrical experience

• Experience working with SAP, GenService, Salesforce and Windchill

• Bilingual Spanish

Great Reasons to work for Generac:

• Competitive Benefits: Health, Dental, Vision, 401k and many more

• Free onsite gym open Monday through Saturday for Generac employees

• We offer product loan (for up to 4 days) and discount programs

• Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits, many employees volunteer their time with the customer support team or on the production line, while others go right into storm-affected areas to repair generators

• Make a positive impact. Generac has always been community-minded and dedicated to giving back. The company proudly offers a Volunteer Time Off program, inviting team members to participate in charitable volunteer opportunities on company time.

• We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days.

• We're an inclusive company that celebrates differences and keeps equity and respect at the forefront.

Physical Demands : While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."

Our success is directly tied to our employees' professional growth and personal well-being, combined with strong families and communities. As an inclusive workplace, our employees embrace diversity, celebrate differences, and treat others with equality and respect.

Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.

We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

The Senior Industrial Technical Support Specialist is responsible for providing advanced technical support to our authorized dealer network including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs autonomously with minimal guidance from leadership.

This role develops and maintains technical troubleshooting procedures, creates technical content for new product introductions, serves as a mentor to the rest of the technical support department, and manages highly escalated or technical cases involving key accounts.

Major Responsibilities:

• Answers inbound calls and responds to emails from Dealer Technicians including Master Technicians and answers standard to highly complex questions over the phone.

• Provides accurate, timely, and descriptive notes during calls.

• Solves routine to non-routine issues.

• Instructs new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.

• Troubleshoots with the dealer technician to resolve highly complex issues with the product in the field.

• Assists with on-site troubleshooting, diagnosis, and repairs as required.

• Gathers and prepares documentation regarding product failures for further analysis by quality and engineering teams.

Other Duties assigned and the following:

• Mentors less experienced Industrial Technical Support Specialists.

• Monitors and answers emails from the Industrial Service inbox including special equipment requests.

• Overtime may be required depending on market conditions.

Minimum Job Requirements:

• Associate's degree in automotive or diesel technology or equivalent experience in related technical field

• 7 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators

Knowledge / Skills / Abilities:

• Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory.

• Be able to read and follow wiring diagrams and schematics.

• Excellent Customer Service skills.

• Ability to communicate verbally and in writing in a professional manner.

• Solid understanding and knowledge of engine diagnostics and troubleshooting of gensets.

• Ability to remain calm in high stress situations.

• Solid knowledge of Microsoft office suite.

• Developing leadership competencies.

• An ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience.

• Advanced Problem-solving skills.

• Basic knowledge of control system programming.

Preferred Job Requirements:

• Generac Master Certification or equivalent

• Bachelor's Degree in technical field

• Bilingual Spanish

• 3 years of AC or DC Electrical experience

• Experience working with SAP, GenService, Salesforce and windchill

Great Reasons to work for Generac:

• Competitive Benefits: Health, Dental, Vision, 401k and many more

• Free onsite gym open Monday through Saturday for Generac employees

• We offer product loan (for up to 4 days) and discount programs

• Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits, many employees volunteer their time with the customer support team or on the production line, while others go right into storm-affected areas to repair generators

• Make a positive impact. Generac has always been community-minded and dedicated to giving back. The company proudly offers a Volunteer Time Off program, inviting team members to participate in charitable volunteer opportunities on company time.

• We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days.

• We're an inclusive company that celebrates differences and keeps equity and respect at the forefront.

Physical Demands : While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."

Our success is directly tied to our employees' professional growth and personal well-being, combined with strong families and communities. As an inclusive workplace, our employees embrace diversity, celebrate differences, and treat others with equality and respect.

Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away!

What we offer

• Competitive salary
• Paid vacation/holidays/sick time - 15 days of vacation first year plus 5 days sick-time, holidays and 3 flex-holidays
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on the job/cross training opportunities with outstanding resources
• Encouraging and collaborative team environment Dedication to safety through our Zero Harm policy

What you will do

Under limited supervision, provides remote technical support to JCI service providers and authorized distributors/representatives with solutions to diverse technical problems and applications relating to building automation and control systems, controls related networking and database management, and other related required technologies. Support is provided primarily via Microsoft Teams, live phone analysis, and remote interrogation. Some onsite analysis may be required.

How you will do it

• Analyzes and troubleshoots application, communications, network, and control system problems and effectively communicates solutions to JCI employed service providers and authorized distributors/representatives.
• Analyze and interpret Wireshark MS/TP or BACnet over IP captures to troubleshoot field reported problems. Be able to discuss and recommend field changes or adjustments based on the Wireshark Capture analysis.
• Work directly with product teams and/or with FSC L2 teams with regards to new product development or existing product maintenance, product testing, providing subject matter expertise to the Field Support Level 1 team on these products.
• Troubleshoot third-party control system integrations issues.
• Provide technical, application, and process instruction when callers have limited training or experience. This can be done through live mentoring, or proactive learning content such as Just In Time training videos or SDB articles.
• Escalate field training needs to branch management when the lack of field knowledge to perform field tasks trends are identified
• Configures and maintains Metasys Equipment in a private and/or shared lab configuration with all products necessary to replicate on-site situations for the objective to simulate conditions in the field.
  • Labs to include, but not limited to, some virtualized PC configurations for all supported platforms, private networks, wireless networks, all current and legacy JCI controller products, and all required power systems and wiring.
• Documents all symptoms, root causes, and identified solutions into a comprehensive Call Tracking Database and, when appropriate, into a centralized knowledge database.
• Maintain and continuously improve skills on all technologies required to support JCI automation and controls products including JCI current and legacy hardware, IT support techniques and tools as well as JCI developed technology, hardware, and diagnostic tools.
• Maintain and continuously improve skills on all JCI automation and controls products as they evolve. Interface with Johnson Controls engineering teams to provide field feedback for software enhancements and issues

Qualifications - External

What we look for

Required

• Bachelor's degree in the electrical/mechanical engineering and a minimum of 5 years of field technical experience. Alternatively, an associate's technical degree with a minimum of 7 years of field technical experience.
• Strong understanding of JCI Controls products and technologies.
• Strong understanding of BACnet Protocols and BACnet in Metasys System Extended Architecture.
• Extensive PC software and hardware skills.
• Strong knowledge of HVAC systems and applications.
• Strong understanding of Building Automation Systems design and maintenance.
• A good or strong understanding of JCI wireless systems along with JCI Controllers and sensors.
• A good understanding of Wireshark configuration and troubleshooting for both MS/TP and BACnet over IP capture, along with experience in analyzing the capture and providing guidance based on findings.
• Understanding of ASHRAE standard protocols used in HVAC and automation products.
• Strong understanding of AC and DC circuits.
• Strong communication skills as they apply to convey very technical information to callers at all levels of technical competency.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.

Posting Type

Remote

Job Overview

The Technical Support Specialist provides technical support aligned with a specific product vertical to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. You will have frequent phone and email interaction with our customers and require the development of in-depth technical product, SQL, network and server knowledge and exceptional customer service skills.

On a daily basis, the Technical Support Specialist creates, resolves, and maintains tickets, while working within their product vertical to resolve issues and escalate tickets to other teams and verticals. It is essential that the Technical Support Specialist maintains accurate records of all activities and interactions in Salesforce and responds to clients within identified service level agreements. You will inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service. This role will report to the Manager of Customer Support.

The working hours are a fixed 9-hour Monday-Friday shift from 11am-8pm Central US Time with a 1-hour meal break for a minimum of 12 months, and this shift offers a compensation differential.

Job Description and Requirements

Your Role in Action: Technical Skills/Responsibilities

• Use SQL applications and tools to run basic SQL queries

• Respond to client questions, problems, and work requests on a daily basis

• Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers

• Partner with senior level team members as needed to troubleshoot and resolve customer incidents

• Have or develop the experience to capably perform the Technical Support Specialist position responsibilities

Policy and Procedure Skills

• Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets. Attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data

• Monitor assigned open tickets, contact customers, and update tickets on a timely basis

• Provide responsive support to clients during normal shift hours, when scheduled for early and late shifts, and as identified for on-call or as requested by management. Early/Late shifts and on-call could be required of the qualified Technical Support Specialist staff

• Complete all daily tasks and projects

• Track time daily

Expectations of the Role

• Is flexible to work a fixed 9-hour Monday-Friday shift from 11am-8pm CST with a 1-hour meal break, on-call schedule, or other time frames specified by management

• Able to work the 11am-8pm CST for a minimum of 12 months

• Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding

• Provide excellent customer service using the communication methods designated by Relativity

• Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries

• Meet identified goals regarding customer service tech support metrics

• Commitment to and consistent demonstration of core company values

Your Skills

• Customer support experience

• Client-focused and ability to understand expectations

• Direct experience supporting clients as a primary contact or lead using phone and email

• Experience troubleshooting complex issues

• SQL and Windows platform experience

• Travel 10% of the time

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between following values:

$54,000 and $80,000

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.