Software Support - Printed Packaging ERP System

Workpack Solutions is looking for a full-time or part-time software support person. Our support team assists printed packaging manufacturers in using the CartonERP Software system. See if you are the right fit for this job…

• Your friends and family describe you as smart and ultra-organized. They are amazed at your ability to juggle multiple tasks at once.
• Helping end users sounds rewarding to you, especially if you can see them succeed in their role and your assistance makes their job easier.
• You are experienced enough to know that creating robust documentation to assist end-users is just part of the gig of supporting agile software.
• You don’t need to be able to write code, but at least you are not afraid of technology.
• You are the type of person who can communicate effectively with both highly technical programmers and beginner end-users.
• You like the idea of being self-directed and working in a small team that accomplishes big things in a fast-growing profitable company.
• You enjoy working remotely with business leaders (and their teams) to creatively solve their problems and help their organization succeed.

If you answered YES, read on….

Our work environment includes:

• A close team that is caring, fun, and family-focused
• A lively and mostly remote work atmosphere
• A culture promotes growth opportunities for those who are motivated

Workpack Solutions is looking for a full-time or part-time software support person. Workpack is a Successful, fast growing B2B company that provides ERP systems, and other software tools to companies in North America that manufactures folding carton boxes and variety of other printed packaging. Candidates with experience in printing, packaging, or manufacturing are a plus. We pride ourselves on having great relationships with our clients and as a result, our partnerships with clients last for many years. For those who enjoy traveling, there may be optional opportunities to travel from time to time and to work face-to-face with end-users.

We are excited to bring on a new hire that is capable to step right in on the day you start. Your initial onboarding period will be hybrid, but it is likely you could transition into a fully remote employee. We do require employees to attend regular in-person meetings located in West Michigan. Virtual team members are connected during the day via virtual tools, to mentor each other and assure our customers are being serviced timely. We have an amazing team that is important to us, so we are looking for someone that is willing become a long-term member of our team and excel with us.

Candidates should have a mix of these qualifications:

• Prior experience supporting customers or endusers
• Experience with project management and prioritization of tasks
• Helpdesk software or project mgt software experience
• Technical minded, with advanced computer experience.
• Industry experience in the Printing industry or other related manufacturing experience
• Understanding of software implementations or software training a plus

Responsibilities:

• Act as the primary first point of contact for customers seeking technical assistance through our help system and by phone
• Triage and prioritize new incoming assistance requests
• Performs basic problem-solving and assistance, with our industry specific software
• Troubleshoot and resolve general software issues. Advise on appropriate action when the issue is caused by user error
• Stage-up unresolved issues and new feature requests to the programming team
• Identify and escalate situations requiring urgent attention to the leadership team
• Help prioritize requests delegated to the programming team.
• Follow up on status updates with the clients
• Maintain the highest possible level of customer service
• Create documentation and record videos in our knowledgebase and online courses
• Provide end users accurate information on other software services offered by Workpack
• Test new software tools and changes.
• Other duties as assigned

Must Have’s:

• A team player with high integrity that is committed to continuous improvement
• Excellent interpersonal and customer service skills with a polished customer presence.
• Ability to prioritize projects and meets project deadlines
• Strong organizational skills and attention to detail.
• Strong problem-solving skills.
• Able to adapt and succeed in a changing and sometimes stressful environment.
• Must be a skilled computer and software user.
• A proven ability to quickly investigate, learn and deliver solutions
• A passion for learning new things and mastering software applications independently
• An understanding of both manufacturing and technology and how they can work together to achieve automated processes
• Effective verbal and written communication skills.
• Motivated and disciplined work ethic with a can-do attitude.
• Can accomplish assignments quickly and accurately
• Ability to work well independently and as part of a collaborative team with minimal supervision.

Job Type: Full-time

Pay: $17.00 - $22.00 per hour

Expected hours: 35 – 45 per week

Benefits:

• Employee assistance program
• Health savings account
• Paid time off

Experience level:

• 1 year

Schedule:

• Day shift

Application Question(s):

• When working remotely, will you have a dedicated office workspace that is secure, free of noise, and limits interruptions? Will that space also allow you to conduct online meetings professionally, without background noise from other sources, people, or pets? Please describe:
• Please share what experience you have had with software support or running a helpdesk.
• By chance, do you have any experience in the Printing industry, Folding carton manufacturing or other printed packaging industries?
• This position requires great organizational, prioritization, and project management skills. Please give an example of past work experience that utilizes these skills.
• Do you prefer to work:

A) Fully in-office
B) Fully Remotely
C) Hybrid- Partly in-office and partly remote (please list the percentage you prefer in-office compared to remote).

• Workpack has regular team meetings in West Michigan. Are you able to attend these in-person meetings? Do you have reliable transportation to get you to the in-person meetings?

Work Location: Hybrid remote in Coopersville, MI 49404

Salary : $17 - $22