Prinect Technical Support Analyst

Who are we:
 

Heidelberg USA is a reliable and highly innovative partner to the printing industry. Our brand has been synonymous with quality and future viability for more than 170 years. This means that we are a company with a long tradition, but at the same time we help define the future trends in our industry thanks to state-of-the-art technologies and innovative business ideas. We are dedicated to our equipment, our technology, our associates, and our customers. Come join the team!  

Are you looking for a challenge? That's what we offer!

Prinect Technical Support Analyst

What we are looking for:

We are seeking a Technical Support Analyst to provide first and second-level technical support for Print Production workflow software. This role involves using web-based support tools and occasional onsite visits as required. A self-starter with excellent communication skills, capable of explaining complex software functionalities in an easy-to-understand manner will succeed in this position. Knowledge sharing and clear documentation and are also key aspects of this role.

What you will do:

• First Level Support: Provide direct support to customers. Resolve technical and operational issues while maintaining high customer satisfaction. Document service interactions thoroughly.
• Second Level Support: Assist team members in solving escalated customer problems within your area of expertise. Communicate solutions effectively and collaborate with regional resources to ensure prompt resolution of technical issues. Gather information and insights across product lines.
• Problem Resolution: Evaluate and resolve customer problem job files, engaging global support teams when necessary. Review each job thoroughly to identify issues or discrepancies, provide detailed documentation and analysis, test solutions, and follow through to completion.
• Documentation: Write user-friendly technical documents and procedures, including troubleshooting instructions. Share solutions and best practices with the team.
• Onsite Support: Travel to customer/vendor sites to resolve issues and attend technical and product training as needed.

What you need:

• Experience with HEIDELBERG Prepress software preferred
• Minimum of 3 years in technical support or a similar role, preferably with experience in prepress software support and/or production in a printshop
• Understanding of all aspects of print production, including prepress, digital, offset printing, postpress, and CtP
• Strong knowledge of networking and Windows and Mac OS
• Experience troubleshooting print shop IT infrastructure

Ideal Candidate:

• Thrives in a fast-paced environment
• Passionate about learning and sharing knowledge
• Excellent problem-solving skills
• Strong communication abilities
• Ability to work independently and as part of a team

Location:  Kennesaw, GA

Travel

• Less than 10%

Benefits:

• Medical, dental, and vision coverage eligibility from day 1
• Short- and long-term disability coverage offered
• 401 (K) plan with employer match
• Life insurance coverage offered
• Vacation, Sick and Personal Time Off offered
• 10 company holidays
• 4 floating holidays
• Career advancement opportunities
• Learning and training
• Collaborative work environment
• Endless opportunities

ADA:  Heidelberg will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

OSHA:  Heidelberg provides a workplace free from serious recognized hazards and complies with standards, rules and regulations issued under the OSH Act. Heidelberg examines workplace conditions to make sure they conform to applicable OSHA standards. Heidelberg ensures employees have and use safe tools and equipment; and properly maintain such equipment.

EEO/AA Statement:  Heidelberg is committed to the principle of equal employment opportunity for all employees and applicants for employment, and to providing employees with a work environment free of discrimination and harassment.  All employment decisions at Heidelberg are based on business needs, job requirements and individual qualifications, without regard to race, creed, color, religion or belief, national, social or ethnic origin, citizenship status, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic  partn