Technical Support Specialist II

Hoffmaster Group Inc, an industry leader producing the most complete line of specialty disposable tabletop products for over 70 years, is currently seeking a Technical Support Specialist II to support the technical needs of the company as we continue to grow. Hoffmaster competes in three distinct business segments – Foodservice, Consumer, and E-Commerce. Our products can be found in thousands of retailers, restaurants, hotels, and more. As a customer centric company, we strive to deliver innovative solutions to both our customers and the ultimate end users of our products. This Innovation is a key part of what we do here at Hoffmaster, and we continue to drive the industry forward by investing in our employees and state-of-the-art technology.

The Technical Support Specialist II serves as the front line of support for software application and end-user related issues. 

Essential Job Duties :

• Document and handle requests using issue tracking system; prioritize and follow up proactively on open issues.
• Analyze, diagnose and solve technical issues. Escalate issues when required.
• Collaborate with the development team to identify the root causes of problems.
• Develop and create documentation and support material, contribute to a knowledgebase.
• Provide basic training to end-users on system features.
• Assist with granting system access.
• Troubleshoot and respond to basic system alerts

Requirements :

• Two to three years experience in technical support
• Strong communication skills, written and verbal
• Strong customer service skills
• Investigative mind and problem-solving skills
• Good organizational skills
• Ability to multi task and efficiently manage priorities
• Team player who enjoys working in a collaborative environment
• Jira experience a plus.

Hoffmaster Group Inc.

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We care about our employee’s wellbeing which is why we offer a full benefits package that includes: Medical, Dental, Vision, Life and Disability insurances, student loan assistance, physical and mental wellness programs, Employee Assistance Program, and more!

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Reasonable Accommodations Statement: To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)