Software support & training specialist

Company: Enersys
Location: Bellingham
Posted on: February 3, 2020

Job Description:

Job Description:

EnerSys is the global leader in stored energy solutions for industrial applications. We have over thirty manufacturing and assembly plants worldwide servicing over 10,000 customers in more than 100 countries. Worldwide headquarters are located in Reading, PA, USA with regional headquarters in Europe and Asia. We complement our extensive line of Motive Power and Energy Systems with a full range of integrated services and systems. With sales and service locations throughout the world, and over 100 years of battery experience, EnerSys is the power/full solution for stored DC power products. We continue to grow in our industry by ensuring all employees possess the following core competencies: customer focused, team player, engaged, ethical, strong communication skills, and works safely.

JOB PURPOSE

With limited supervision, responsible for professional customer support of Alpha software platforms as well as the creation and maintenance of related knowledge base articles and customer-facing training materials. ESSENTIAL DUTIES AND RESPONSIBILITIES

* Develop an extensive working knowledge of the software platforms to be supported, both through self-study and in coordination with development staff

* Provide end-user application support via in-application chat, trouble ticketing systems, e-mail and phone

* Troubleshoot issues reported by end-users and provide solutions

* Facilitate problem-solving between end-users and Alpha development staff

* Participate with Alpha development staff in testing of and familiarization with new product releases

* Create and publish easy to understand knowledge base articles

* Design, create and publish training materials (text, graphics, video) for end-user use

* Coordinate, produce and publish user-facing web-based training and seminars

* Provide both ad hoc and scripted live training based upon available materials as directed

QUALIFICATIONS

Education: 2 year degree or equivalent military training

Experience: 2 to 4 years in the field of software support/development of documentation and training materials

* Superb verbal and written language skills

* Advanced knowledge of mainstream browsers (e.g.: Chrome, Edge, Safari) and the use of web-based applications

* Experience diagnosing problems with software products

* Analytical and troubleshooting skills

* Ability to effectively organize and maintain written training and knowledge base materials

* Ability to effectively communicate technical information in non-technical terms

* Ability to communicate professionally by phone and in writing

* Familiarity with relational database concepts and tools

Desirable Qualifications:

* Bachelor's degree

* Experience delivering web-based training and familiarity with related authoring tools

* Experience diagnosing problems with software products

* Experience querying and modifying data in relational databases (e.g.: SQL Server, MySQL and/or Oracle)

* Knowledge of Hybrid fiber-coaxial (HFC) networks, SNMP and HFC provisioning

GENERAL JOB REQUIREMENTS

* Generic



EnerSys is always looking to hire top talent. EEOEM/F/D/V

Nearest Major Market: Bellingham
Nearest Secondary Market: Everett

Keywords: Enersys, Bellingham , Software support & training specialist, IT / Software / Systems , Bellingham, Washington