Workpack Solutions is looking for a full-time technical support person. Our support team assists printed packaging manufacturers using our ERP Software system.
See if you are the right fit for this job…

• Your friends and family describe you as super smart, motivated, and fun to be around
• You like the idea of being self-directed and working in a small team that accomplishes big things in a fast-growing profitable company
• Helping others solve their problems brings you great joy
• You are known for being ultra-organized and juggling several things at one time
• Supporting software tools sounds rewarding to you, especially if it makes the end user's job easier and helps them be rock stars at what they do.
• You are experienced enough to know that robust documentation, supporting end-user questions, researching, and solving bugs are just part of the gig of agile development.
• You're more than just a basic computer user! When you see words like Agile, Database, JavaScript, CSS, HTML, FTP you know what they mean.
• You enjoy working remotely with business leaders (and your team) to creatively solve their problems and help their organization succeed.

If you answered YES, read on….

Our work environment includes:

• Caring, fun, and family-focused work team
• Growth opportunities
• Lively, and mostly remote work atmosphere

Workpack Solutions is looking for full-time technical support team members with experience in printing, packaging, or related manufacturing processes to be part of a fast-growing software solutions company. Workpack is a Successful B2B company that provides ERP systems, and other software tools to companies in North America that manufacture printed packaging, labels, and various styles of boxes. We pride ourselves on having great relationships with our clients and as a result, our partnerships with clients last for many years. It is common for our clients to also request our services for special projects. Internally we work as a team to map out the requirements, prioritize projects and then execute delivering cutting-edge software tools while keeping our customers supported with their current tools. For those who enjoy traveling, there may be optional opportunities to travel from time to time and to work face-to-face with end-users.

We are excited to bring on a new hire that is capable to step right in on the day you start. We meet almost daily with the team to mentor each other on projects and endues challenges that we can help with. We are looking for someone that is willing to grow with our company and become a long-term member of our team. Applicants may be able to work virtually a good part of the time. We do require employees to attend in-person meetings located in West Michigan.

Qualifications:

• Prior experience working with a helpdesk software platform
• Folding carton, printing, or packaging industry experience
• Technical, with experience working on multiple software products.
• Basic understanding of databases, software application development, implementation, maintenance, and support.
• Ideally experience working with teams in an Agile/scrum-based environment.

Responsibilities:

• Act as the primary first point of contact for customers seeking technical assistance through our help system and by phone
• Triage and prioritize new incoming assistance requests
• Performs basic problem-solving and assistance, with our industry specific software
• Diagnose, troubleshoot, and resolve most general software issues
• Direct unresolved issues and new feature requests to the programming team
• Identify and escalate situations requiring urgent attention to the leadership team
• Manage and prioritize requests delegated to the programming team.
• Follow up on status updates with the clients.
• Advise on appropriate action when the issue is caused by user error
• Create help documents or record help videos in our knowledge base.
• Assist with documentation of new features in our knowledgebase and online courses
• Provide accurate information on other software services
• Maintain the highest possible level of customer service
• Test new software tools and changes.
• Other duties as assigned

Must Have’s:

• A team player with high integrity that is committed to continuous improvement
• Excellent interpersonal and customer service skills with a polished customer presence.
• Ability to Prioritize projects and meets project deadlines
• Strong organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Able to adapt and succeed in a changing and sometimes stressful environment.
• Must have MORE than basic computer experience.
• A proven ability to quickly investigate, learn and deliver technical solutions
• A passion for learning new things and mastering software applications independently
• A customer-focused can-do attitude for helping design and layout for the development of new cutting-edge solutions
• An understanding of both manufacturing and technology and how they can work together to achieve automated processes
• Effective verbal and written communication skills.
• Motivated and disciplined work ethic - Can accomplish assignments quickly and accurately.
• Ability to work well independently and as part of a collaborative team with minimal supervision.

Job Type: Full-time

Experience level:

• 2 years

Application Question(s):

• We have monthly team meetings in West Michigan, are you able to attend these meetings?
• Please share what experience you have had in the printing, folding carton or other printed packaging industries?
• Please share what experience you have had with technical software support or running a helpdesk.
• When working remotely, will you have a dedicated office workspace that is secure, free of noise and limits interruptions? Will that space also allows you to conduct online meetings in a professional manner without background noise from other sources, people or pets? Please describe:

Experience:

• Technical helpdesk support: 2 years (Required)
• printing/packaging: 1 year (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: Hybrid remote in Coopersville, MI 49404

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