At Pitney Bowes, we do the right thing, the right way. As a member of our team, you can too.
We have amazing people who are the driving force, the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.
We actively look for prospects who:
• Are passionate about client success.
• Enjoy collaborating with others.
• Strive to exceed expectations.
• Move boldly in the quest for superior and best in market solutions.
Job Description:
About the Opportunity
Under minimal supervision this position provides client facing technical support for Pitney Bowes Technologies. They will also be a resource in identifying trends to improve the client experience.
Duties include working with clients (External Developers, Integrators, Merchants, Marketplaces and Brands) and Internal Teams to resolve business critical and time sensitive issues.
This position will be the interface between clients and Engineering in resolving escalated client and application issues. The incumbent will rely on strong technical and interpersonal skills to work with internal and external technical teams.
Build. Deploy. Bridge. Grow.
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Ownership of technical enquiries – Identify, diagnose and resolve incidents raised by clients.
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Progressing all incidents through to resolution and working with the client to verify effectiveness of solution.
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Execute tasks to help our customers successfully install, integrate, and maintain Pitney Bowes Technologies in accordance with our best practices.
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The successful candidate will have a customer centric attitude by understanding how customers use the Pitney Bowes Technologies, helping to continuously improve the customer experience, and having an “I own the resolution” mentality.
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Perform root cause analysis to determine failure trends and work with technical teams to improve the quality of the solution.
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Participates as a subject matter expert in supporting the development and launch of new products and solutions into the Pitney Bowes space.
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Offers recommendations to engineering on product features and modifications through client feedback and analysis.
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Provides input for improvement and updating of technical documentation (User Documentation, Standard Operating Procedures, FAQs).
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Responsible for creating and maintaining technical training curriculums.
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Thoroughly document client communication and solutions in ticketing system.
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Strong interpersonal skills to interact with clients and internal teams.
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Strong written communication skills to respond to client communications and publish technical documents.
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Innovate on current processes to constantly improve support operations.
Qualifications
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Strong English Communication Skills
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1-3 years relevant (i.e. industry/product) experience or equivalent API expertise
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Direct customer facing experience
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Trouble Shooting/Development Experience in Programming Languages: Java, C++, .NET, C#, Perl, JSON, XML etc.
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Proven ability to thrive in fast paced day-to-day activity
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Degree in Engineering, computer science, or equivalent preferred
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Excellent problem solving and analytical skills
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Ability to multitask and prioritize responsibilities
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Proven leadership, communication, and writing skills coupled with strong interpersonal, and relationship management required
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Excellent Customer Service Skills required
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Shipping industry knowledge is preferred
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Minimal travel required
We will:
• Provide the will: opportunity to grow and develop your career
• Offer an inclusive environment that encourages diverse perspectives and ideas
• Deliver challenging and unique opportunities to contribute to the success of a transforming organization
• Offer comprehensive benefits globally (PB Live Well)
Pitney Bowes is an equal opportunity employer that values diversity and inclusiveness in the workplace.
All interested individuals must apply online.
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