ApplyDescription
Title:
Technical Customer Support Specialist
Department:
Automation
Location:
Erlanger, KY, Atlanta, GA or Westfield, IN
Reporting to the Director of Operations, the Technical Customer Support Analyst plays a critical role in supporting client end users by diagnosing system issues, identifying root causes, and ensuring timely resolution. This position serves as a key liaison between clients and internal teams, helping to maintain system performance, improve customer experience, and support 24/7 operational needs. This is a hybrid role, with flexibility to support clients across many time zones.
OVERALL RESPONSIBILITIES
Client Support & Issue Resolution
- Serve as a primary point of contact for client end-user issues, providing timely and professional support
- Document issues, root-cause analysis, and resolutions in internal systems
- Monitor system performance to ensure systems and processes are operating efficiently
- Follow up with customers to confirm resolution and satisfaction
Collaboration and Escalation
- Analyze issues and escalate to the appropriate internal teams when necessary
- Communicate clearly and effectively with cross-functional partners to drive resolution
Process Improvement and Documentation
- Maintain and contribute to internal knowledge base documentation
- Identify recurring issues and opportunities to improve system performance and customer experience
- Update internal databases with accurate and detailed issue tracking information
Operational Support
- Provide support across U.S. time zones, including weekends, to meet 24/7 client support needs as required
- Perform additional tasks to support organizational and operational priorities
KNOWLEDGE & SKILLS REQUIREMENTS
- Strong analytical and problem-solving skills with the ability to interpret data and identify trends
- Excellent verbal and written communication skills
- Detail-oriented with a strong commitment to accuracy and documentation
- Ability to work independently as well as collaboratively with clients and on-site support members
- Ability to remain adaptable, self-motivated, and customer-focused in a fast-paced environment
PROFESSIONAL QUALITIES
- 1+ years of experience in a customer support, help desk, or inbound/outbound call environment
- Bachelor’s degree in Computer Science, Warehouse Management, or a related field preferred
WORK CONDITIONS
- Hybrid position with weekend or morning shifts (3rd shift) with flexibility to support a 24/7 client environment as needed
Why work for Storage Solutions - A Jungheinrich Company?
Our greatest asset is our people. We have built a team of passionate intralogistics experts who collaborate and partner with distribution and fulfillment operations across North America and worldwide. We believe in providing tailored solutions for every square foot of an operation, and behind these solutions is a carefully selected team that shares our vision, culture, and core values.We are committed to fostering a supportive and inclusive workplace where every team member can thrive. When you join us, you become part of a family that values your growth, well-being, and contributions.
Together, we innovate, solve challenges, and celebrate successes.
Additional Benefits
• Competitive Salary and Bonus Structure• Generous Paid Time Off• Medical, Dental, and Vison Benefits• 401K with Company Match• Company HSA Contribution• Professional Growth Opportunities
