Technical Support Representative II

Job Description

Who we are:

Brady makes products that make the world a safer and more productive place. We are a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room - we're just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities.

We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2023, Brady employed approximately 5,600 people worldwide. Our fiscal 2023 sales were approximately $1.33 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com.

Why work at Brady:

A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth.

Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back.

Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.

What we need:

Brady is seeking a Technical Support Representative II who will provide support for Brady's full printer product line including portables, benchtops, and the majority of software functionality excluding advanced specialty systems. Escalate cases that are more complex or involve specialty or advanced support to Tier II. Job specific training will be provided at intervals agreed upon by supervisor.

Potential Assigned Support Channels: Phone, Email, Chat

What you'll be doing:

• Provide technical support and training for Brady's customers, distributors, and international and domestic sales personnel via phone, email, chat channels.
• Maintain service levels set forth by the Technical Support Supervisor.
• Provides answers to customers by identifying and troubleshooting problems, research answers, and guide customers through corrective action steps.
• Consistently capture and document product issues and suggestions for product improvements from end-users and distributors to be passed on to the appropriate marketing managers through a CRM system.
• Constantly upgrade skills to keep pace with products within their responsibility with opportunities to grow in the role and potential to advance.
• Contribute to the department and company goals.
• Recognize and protect proprietary and confidential information. Help maintain technical integrity and timeliness of the Product Information Database (Knowledgebase).
• Put the customer at the center of everything and maintain customer focus.

What you'll need to be successful:

• High school diploma or equivalent. college degree preferred but not required.
• 1-3 years of working in a customer service or support function or equivalent job-related experience.
• Effective verbal, written, and listening communication skills, with multitasking capabilities on a daily basis.
• Ability to multitask, pay attention to details, and work under pressure.
• Champions changes in the workplace.
• Team player; willing to share job knowledge.
• Ability to be proactive in approach and learn independently.
• Receptive to coaching and constructive feedback Passionate about self-development.
• Effective time management and prioritization.
• Problem identification and solutions to identify the root cause for sustainable problem solving.
• Build relationships and collaboration with other departments.
• Strong willingness to assist customers.
• Ability to learn new technology quickly, with detailed troubleshooting ability for customer solutions.
• Working knowledge of; Microsoft operating systems and Office products, with other software and hardware skills.

Benefits:

• Complete insurance coverage starting on first day of employment - medical, dental, vision, life
• 401(k) with company match
• Tuition reimbursement
• Bonus opportunity
• Vacation and Holiday pay

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