Our Pittsburgh office, located in Cranberry Township, PA, is looking for a Technical Support Representative to join our Engraving Solutions business, which sells through our Brady and Gravotech brands.
This role is pivotal in driving technical excellence. You will provide advanced product support for automated laser engraving and pin marking systems while ensuring a high level of customer satisfaction.
This is not an IT help desk role – you will be supporting external customers through phone, email, and case management systems.
This is an on-site role at our location in Cranberry Township, PA.
Preferred Qualifications- Technical Support: Provide high-quality technical customer support across our products and services.
- Case Handling: Serve as the first level of support for customers experiencing technical problems via phone, email, and chat; accurately document interactions and escalate complex cases to the field service team.
- Case Resolution: Work diligently to resolve cases throughout their lifecycle with a goal of closing 90% of all received cases.
- Customer Relations: Maintain a superior level of professionalism with customers, distributors, and internal teams to build positive, long-term rapport.
- Quality Assurance: Ensure all support is delivered with accuracy and timeliness, staying updated on technological developments to meet both customer needs and core business goals.
- Field Service: Travel may be required for training purposes or as the business requires.
Skills Required
- Provide high-quality technical customer support across engraving and marking products and services.
- Serve as first-level support for customers via phone, email, and chat; document interactions and escalate complex cases.
- Work to resolve cases through their lifecycle with a goal of closing 90% of received cases.
- Maintain professionalism with customers, distributors, and internal teams to build long-term rapport.
- Deliver accurate and timely support; stay updated on technological developments.
- Travel as required for training or business-related field service.
What We Do
Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady’s products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and as of July 31, 2021, employed approximately 5,700 people in its worldwide businesses. Brady’s fiscal 2021 sales were approximately $1.14 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available on the Internet at www.bradycorp.com.
