We are seeking a DAP Support Technician to assist our customers and internal employees with our unique Design Access Program software.
The software-specific technical advisor will represent XPEL as the subject matter expert assisting our customers with set up, installation, operation and troubleshooting of the cutting machine.Core DutiesAnswering calls from customers and internal employees about the Company’ Design Access Program Software, including:
• Assisting with setting up (downloading software, drivers, TeamViewer etc.)
• Assisting with the installation, operation, and troubleshooting of cutting plotters
• Supporting customers with basic and advanced questions about commonly used functions of the DAP software
• Resolving technical problems with the DAP software to include escalated
• Provide end user training on basic use and functionality of plotter and XPEL DAP software
• Document and train on troubleshooting steps to resolve common errors with plotter
• Diagnose and resolve problems with plotter
• Provide technical assistance and support for XPEL DAP software
• Works with the IT team to conduct software testing prior to customer updates
• Maintain clear communication with customers and team members to ensure all issues are thoroughly resolved with focus on customer satisfaction.
• Consistently follow documented processes and procedures.
• Create thorough resolution documentation based on XPEL procedures.
• Participate in pre-release testing for new products when appropriate.
• Provide feedback to other departments to continue to improve our products and services.
• Provide troubleshooting support to Tier 1 teams via direct person-to-person support, chat room communication, and training sessions.
• All inbound calls will be logged into NetSuite using the then-current procedure.
Job Requirements:
• 2-4 years of technical support and troubleshooting software experience
• Basic knowledge of setup, support, and maintenance of plotters
• Experience troubleshooting and fixing software related issues
• Strong communication skills
• Knowledge of Microsoft Office Programs
• Bilingual: English and Spanish or French is a plus