ABOUT US

BellatRx is a mid-market, privately held, manufacturer of packaging equipment with clients and suppliers in North America and Internationally. At BellatRx, our actions are guided by these 6 core values (https://bellatrx.com/company/#values) we believe have been key to our success as a global leader in the design, manufacture, distribution and service of packaging machines and complete packaging lines.

JOB SUMMARY:

The Technical Support Specialist is responsible for managing incoming service requests, addressing technical issues remotely, and ensuring customer satisfaction through effective problem resolution. This role involves handling customer calls and emails, diagnosing needs, and coordinating solutions with internal teams while maintaining accurate records of service tickets

OTHER REQUIREMENTS:

• Availability to work flexible hours to address urgent customer needs.
• Valid driver’s license and passport for occasional travel, if required.

Required Knowledge, Skills, and Abilities (KSA):

• Bachelor’s in engineering or a related field is an asset.
• 2-3 years of experience in a technical support or customer service role, preferably in the packaging or manufacturing industry.
• Proficiency with ERP, CRM systems, and ticketing software; familiarity with Infor SyteLine is an asset.
• Strong problem-solving and analytical skills.
• Bilingual proficiency in English and French; knowledge of Spanish is an asset.
• Basic knowledge of engineering principles or experience with packaging equipment is advantageous

• Serve as the primary point of contact for customer technical support needs via phone and email.
• Diagnose customer needs, including parts requirements, system breakdowns, user errors, or training needs.
• Open, monitor, and manage service tickets in the system, ensuring accurate documentation of issues and resolutions.
• Resolve technical issues remotely, independently or by collaborating with other departments as needed.
• Direct customers to the appropriate internal departments (e.g., parts, service dispatcher) based on their requirements.
• Close service tickets upon issue resolution and follow up with customers to confirm satisfaction.
• Communicate with customers to schedule service visits when necessary.
• Ensure customer concerns and feedback are relayed to relevant departments for continuous improvement.

Required Knowledge, Skills, and Abilities (KSA):

• Bachelor’s in engineering or a related field is an asset.
• 2-3 years of experience in a technical support or customer service role, preferably in the packaging or manufacturing industry.
• Proficiency with ERP, CRM systems, and ticketing software; familiarity with Infor SyteLine is an asset.
• Strong problem-solving and analytical skills.
• Bilingual proficiency in English and French; knowledge of Spanish is an asset.
• Basic knowledge of engineering principles or experience with packaging equipment is advantageous.