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PLATINUM SUPPORT ANALYST

Job Summary:

  • Dedicated account manager for Platinum Service accounts
  • Subject matter expert for all aspects of the system in said Platinum accounts
  • Provide proactive/strategic feedback that helps the customer achieve their objectives either through training or guidance on our products
  • Provide virtual support to external customers via phone and email leveraging internal ticketing system, iServe
  • Document, research, track and resolve customer software (Imaginera/EnCore) issues in a timely manner
  • Perform immediate analysis of customer problems, see them through to resolution by driving corrective action
  • Develop technical solutions related to software. When needed, create or assist in creating new procedures
  • Actively monitor tickets in iServe and escalate urgent problems requiring more in-depth knowledge to appropriate internal resources according to established procedures
  • Continually communicate with customer to maintain favorable client relationships
  • Analyze case data and determine resolution path(s) as well as consult on needed training/products to support customers strategic initiatives
  • Hold scheduled meetings (weekly, bi-monthly, monthly, etc.) with Platinum Customers to touch base on case status or system questions

Job Function:

  • Demonstrated working knowledge of the Corrugated and/or Folding Carton Manufacturing Process
  • Detailed knowledge of two or more key processes including but not limited to:
  • Estimating
  • Job Specifications
  • Customer Service/Order Entry/Purchase Order Entry
  • Job and Machine Scheduling
  • Inventory Management
    o Bar Coding Capture
    o Inventory Movement (Raw Materials to WIP to Finished Goods)
    o Inventory
    o Shipping and Receiving
  • Comfortable with conversing about CAD, Machine Scheduling, Printing and Cutting Dies, EDI
  • Ability to analyze data and provide proactive strategic guidance for that customers specific needs

Technology Proficiency

  • In-depth knowledge of Imaginera/EnCore Software
  • Ability to consult on business practices leveraging the software
  • Demonstrated use and knowledge of the following Imaginera/EnCore Software modules:
    o Quoting and Estimating
    o Purchasing
    o Order Entry
    o Job Costing
    o Inventory Management
    o Top Gun
    o Smart Plan
    o Quality
    o Invoicing and Sales Analysis

Technical Requirements:

  • Good technology familiarity
  • Demonstrated ability to troubleshoot issues encountered and reproduce errors/issues
  • Demonstrated ability to resolve issues with partial information
  • Excellent problem-solving skills and a talent for identifying creative solutions
  • Strong technical aptitude to grasp software tools and other technologies.
  • Demonstrated the ability to be a “power user” or “super user” where other users sought input and insight to technical or software issues
  • Solid verbal and written communication skills with a customer-centric attitude
  • Fast learner with an ease for communicating via email, phone or in person and ability to multi-task effectively

Customer Service Requirements:

  • Proven track record of building and maintaining customer relationships
  • Committed to improving customer experience
  • Attention to detail and time management
  • Must be able to adapt and prioritize in a fast-paced work environment, multi-task, and effectively manage time
  • Solid verbal communication and active listening skills
  • Ability to adapt quickly and respond to all types of individuals
  • Proven track record in decision making, problem solving, critical thinking, and conflict resolution
  • Demonstrates a positive, professional attitude and patience

Education & Certificates:

  • Minimum of 5 years of experience in the Corrugated Box and/or Folding Carton Industry
  • Minimum of 5 years of demonstrated experience using Imaginera/EnCore Software
  • Experience using help desk ticketing software a plus
  • Querying tools such as SQL Server Management Studio and Report Writing a plus
  • Account management and/or project management
  • Strong organizational skills with the ability to multi-task
  • Strong customer service skills with a professional and patient approach

Equal Opportunity

Futura Services is proud to be an Equal Employment Opportunity Employer.  We follow a policy of equality and inclusion in all aspects of employment including employment policies, practices, hiring, performance management, promotions, discipline, and termination.  We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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