Software Account Manager & Tech Support

Job Description

Company Overview:

Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady's products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and as of July 31, 2022, employed approximately 5,700 people in its worldwide businesses. Brady's fiscal 2022 sales were approximately $1.30 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available on the Internet at www.bradyid.com.

Brady offers a hybrid work option that allows for both personal flexibility and in-person collaboration to deliver the greatest outcomes for our people and customers. This option is a mix of in the office and one or two offsite days which are pre-determined based on role and function.

What We Need:

The Software Account Manager Tech Support position is responsible for providing technical assistance and support to LINK360 users on both the web and apps. Responds to telephone or email queries, isolate problems, and assist user in implementing solutions. Serves as a backup trainer for both new and existing clients in the understanding, implementation and proper use of the LINK360 software and provides training generally via web meetings. Is responsible for the renewal of LINK360 annual subscriptions within an assigned territory. Works with the customer and/or distributor to provide timely quotes ensuring that the customer's account does not expire.

Position Reports to: Field Technical Support Manager

What You'll Be Doing:

• Maintains current technical knowledge on the LINK360 software and app, including all new releases and tools that support the product.
• Monitors and responds quickly and effectively to requests received via phone or email.
• Assesses customer issues and identify resources and tools in order to provide solid solutions with an emphasis on minimizing customer impact.
• Logs all customer interactions in saleforce.com, maintaining detailed records.
• Develops relationships with customers and use product and process knowledge to provide an unrivaled customer experience.
• Participates in product improvement and development through collaboration with customers, peers, and the R D team.
• Is accountable for driving goals through individual metrics and having a strong understanding of department, team, and individual goals.
• Becomes familiar with lockout/tagout safety and how our products help users achieve and maintain compliance and safety guidelines.
• Displays a professional attitude and a high energy level.
• Manages multiple priorities without compromising effectiveness and quality.
• Manages time efficiently to strive for the most effective use of time and company resources.
• Displays a proactive approach to all matters as they relate to responsibilities related to this position.

What You'll Need To Be Succesful:

• Bachelor's Degree in Business, Computer Science or a related field or an equivalent combination of education and experience.
• At least five (5) years of relatable experience managing customer accounts, providing technical support, or providing training in a software-related product.
• Strong computer skills and the ability to troubleshoot and diagnose problems
• Advanced customer service skills with the ability to communicate effectively to differing customer skill levels
• Ability to problem solve, apply critical thinking and analysis
• Strong attention to detail and highly adaptable to a changing, fast-paced environment.

Desired Knowledge, Skills Abilities:

• Knowledge or ability to learn lockout/tagout, machine safety, or other safety-related software products
• As part of a dynamic, resourceful team, have the ability to diversify tasks/responsibilities in order to perform alternate duties when needed