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Technology Solutions Support Representative I

Business Information Systems (IT)
1091 Total Views

Batesville is looking for a Technology Solutions Support Representative I to join our team.  This position can be fully remote or located at our corporate office in Batesville, IN.  As a Technology Solutions Support Representative I you will be responsible for providing basic technical support and/or customer service to associates and external customers to enhance productivity for new and existing technology.  Responsibilities include problem identification, logging and tracking resolution, escalation to Tier 2 technical support, and assisting with the testing of new product releases.

What Batesville Offers You: 
•    3% Annual Bonus eligibility
•    Comprehensive medical, dental and vision insurance, which includes MD Live, RX help center, Medical Advocate Program, short term disability, among others.
•    Generous 401K Matching Program – 3% (base pay) automatic contribution + $.50 for each additional dollar saved on the first 6% of pay saved*
•    3 weeks’ vacation, 11 paid holidays, 6 paid sick days
•    Competitive pay
•    Opportunities for development and advancement
•    Batesville is a family: This is not just a job. You will be part of a family of highly committed associates who are passionate about our company, committed to our customers and excited about our future.

What you’ll do:
•    Provide timely and accurate responses to customer inquiries by telephone, email, and/or online support database.
•    Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
•    Provide technical documentation to ensure knowledge base solutions are documented in the appropriate database.
•    Notify Tier 2 technical support and/or developers regarding defects, enhancements, and follow-up to ensure fixes are received, tested, and completed.
•    Find workarounds and develop test cases for defects and enhancements.
•    Assist in QA testing of new products and review product documentation (both printed and on-line).
•    Participate in meetings with customers to review all ongoing issues to ensure progress continues without delay.
•    Meet all Support targets (i.e. Live Answer Rate, Cycle Times, etc.), as defined by the Support Manager.
•    Support and work within a variety of technology platforms & applications.
•    60% working in phone queue providing technical customer service to funeral homes
•    15% resolving customer issues by troubleshooting and testing within our tech platforms
•    15 % Documenting cases in CRM 
•    10% Attending scheduled teams’ meetings and 1/1s with manager
•    Ability to provide weekend on-call support on a rotational basis, on occasion.
•    Other duties may be assigned.

Basic Requirements:
•    High School Diploma
•    Minimum 1 year of related customer service, technical support experience and/or training

Great to Haves:
•    Bachelor’s degree (B.S./B.A.) or equivalent from a college or university in Information Systems or related field
•    Web Content Management
•    Platform/Application Troubleshooting experience
•    CRM documentation experience
•    Customer Service Experience
•    Mail client configuration 
•    Domain & DNS Management
•    SEO experience
•    MS Office products, HTML, CSS
•    Microsoft Edge, Google Chrome, and Firefox 
•    Social media integration 
•    Excellent customer service skills both written and verbal (Soft skills)
•    Problem Solver
•    Resourceful (Go find the answer)
•    Excellent documentation skills
•    Troubleshooting experience with technology platforms & applications
•    Good understanding and comfort level with technology
•    Excellent verbal and written communication skills
•    Empathetic, Patience, Ambitious, Problem solver

Physical Demands:
To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk and hear. The employee may occasionally be required to crouch. The employee may occasionally lift items as heavy as 25lbs. Specific vision abilities may include the employee’s ability to see near and far distances. 

Who we are: 
A cornerstone in the death care industry, Batesville has distinguished itself from all others through our commitment to quality, service and innovation. For more than 100 years, Batesville has been dedicated to serving the needs of licensed funeral professionals and helping families honor the lives of those they love.® With annual revenues of approximately $600 million, Batesville is a leader, providing a comprehensive portfolio of burial and cremation products, memorialization offerings, profit-enhancing merchandising systems and leading-edge technology solutions.
At Batesville, our associates are our strongest asset, and we strive to attract, hire and develop the best and brightest to ensure our place in the future. Batesville has a strong culture of achievement, which is underpinned by these five core values:
•    Individual worth and integrity
•    Excellence in execution
•    Spirit of continuous learning and improvement
•    Courage
•    Customer focus and partnership

What Sets Us Apart:

Making a difference: Helping families honor the lives of those they love® isn’t just our mission. It’s why we do what we do every day to make every Batesville product the best it can be.

Development is a priority: We promote learning and development from Day 1. From our Experience Batesville onboarding program to self-guided courses on Batesville University, there are opportunities to advance your skills. We encourage associates to create Individual Development Plans (IDPs) to help drive career-focused discussions and advancement. 

Putting customers first: We value the funeral professionals’ role in serving families and are committed to doing our part to ensure their success. 

We Have Fun! We work hard, but when it’s time to play, we get creative – and competitive. Whether it is a kickball tournament or football toss, our Tree is Me team provides engagement activities to bring people together across the organization.

We Give Back: We support our communities by assisting in fundraising events and volunteer programs to help those in need.
*These services are not available at all Batesville locations. 
Batesville is an operating company of Hillenbrand. Hillenbrand (www.Hillenbrand.com) is a global diversified industrial company with businesses that serve a wide variety of industries around the world. We pursue profitable growth and robust cash generation to drive increased value for our shareholders. Hillenbrand's portfolio includes industrial businesses such as Coperion, Milacron Injection Molding & Extrusion, and Mold-Masters, in addition to Batesville, a recognized leader in the death care industry in North America. Hillenbrand is publicly traded on the NYSE under "HI."
At Hillenbrand we strive to build a diverse workforce through equal opportunity employment that embraces and leverages the differences each individual has to offer. Equal Employment Opportunity/ Affirmative Action Employer of minorities/females/disabled/veterans.

DISCLAIMER: The above information on this job description has been designed to indicate the general nature and level of work performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of any employee assigned to this job. Nothing in this job description restricts management’s right to assign duties and responsibilities to this job at any time. #LI-DNI

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