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Job Summary:

  • Provide virtual support to external customers via phone and email leveraging internal ticketing system
  • Document, research, track and resolve customer software (Imaginera/EnCore) issues in a timely manner
  • Perform immediate analysis of customer problems and direct the implementation of corrective action to restore function
  • Develop technical solutions related to software and setup errors and when needed create or assist in creating workaround procedures
  • Monitor issues in a ticketing system and escalate urgent problems requiring more in-depth knowledge to appropriate internal resources according to established procedures
  • Continually communicate issue resolution progress to customers and maintain favorable client relationships
  • Monitor progress on problem resolution and initiate timely feedback to management and the customer
  • Review customer requests, contact customers to clarify requests, and ensure that all necessary information is obtained

Industry Knowledge Requirements:

  • 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:
    -Job Specifications
    -Customer Service/Order Entry/Purchase Order Entry
    -Job and Machine Scheduling
    -Inventory Management: Including bar coding capture, inventory movement (raw materials to WIP to finished goods) inventory, shipping and receiving
  • Comfortable with conversing about CAD, Machine Scheduling, Printing and Cutting Dies, EDI

Imaginera/EnCore Knowledge Requirements:

  • In-depth knowledge of Imaginera/EnCore Software
  • Demonstrated use and knowledge of the following Imaginera/EnCore software modules: Quoting & Estimating, Purchasing, Order Entry, Job Costing, Inventory Management, TopGun, SmartPlan, Quality, 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

Education and Experience:

  • 3 to 5 years experience in the Corrugated Box and/or Folding Carton Industry
  • 3 to 5 years of demonstrated experience using Imaginera/EnCore Software
  • Experience using help desk ticketing software a plus
  • Querying tools such as SQL Talk and Report Writing a plus
  • 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.


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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