Description
Avient Corporation provides specialized and sustainable material solutions that transform customer challenges into opportunities, bringing new products to life for a better world. Examples include:
- Dyneema®, the world’s strongest fiber™, enables unmatched levels of performance and protection for end-use applications, including ballistic personal protection, marine and sustainable infrastructure and outdoor sports
- Unique technologies that improve the recyclability of products and enable recycled content to be incorporated, thus advancing a more circular economy
- Light-weighting solutions that replace heavier traditional materials like metal, glass and wood, which can improve fuel efficiency in all modes of transportation and reduce carbon footprint
- Sustainable infrastructure solutions that increase energy efficiency, renewable energy, natural resource conservation and fiber optic / 5G network accessibility
Avient employs approximately 10,000 associates and is certified ACC Responsible Care®, a founding member of the Alliance to End Plastic Waste and certified Great Place to Work®. For more information, visit www.avient.com.
Why Avient
Avient Corporation is a world-class sustainable organization built on innovation, collaboration, and employee development. We are committed to providing a supportive and dynamic work environment where our diverse associates can grow and succeed, as well positively impacting our planet and the communities we serve. Our Great Place to Work culture, values, and benefits make Avient an employer of choice for top talent.
We believe diversity of ideas and backgrounds gives us the creativity to be successful in a rapidly changing world. In support of this, we stress equality of opportunity for all qualified individuals in accordance with applicable laws. Decisions on hiring, promotion, development, compensation or advancement are based solely on a person’s qualifications, abilities, experience and performance.
Avient Corporation is a drug free workplace. Avient is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran’s status, or other legally protected classification in accordance with applicable federal, state and local law.
Job Summary
Our team remotely supports systems in manufacturing environments all around the globe to resolve issues and minimize the impact to production.
- As a Support Specialist you will work individually or with team members to provide a support service to our manufacturing business partners. You will
- Troubleshoot and resolve both software and hardware issues.
- Resolve requests for user account management changes
- Work daily with our incident management solution to track issues to resolution within defined SLA timeframes
- Additionally, where appropriate, you will be augmenting the development process representing the user during the test cycle
Primary Responsibilities/ Job Functions
Responsible for
- Responding to and resolving application related help calls and emails from our manufacturing business partners
- Provide first level support
- Gather and analyse information from the user
- Utilise troubleshooting, diagnostic and problem-solving skills plus the Support Knowledgebase to diagnose the root cause
- Implement the resolution
- Complies with change control process when implementing hardware/software changes
- Maintain detailed case notes in our Incident Management System throughout the incident resolution process
- Draft and/or update help documents for the Support Knowledgebase
- Escalate to other teams (as needed)
- Escalate to other Manufacturing team members
- Escalate to Third Party support team
- Escalate to other IT functions
- Assist in implementing the resolution (as needed)
- Perform QA functions for any issue resolution
- Responding to requests for user administration changes to several manufacturing systems
- Create new accounts
- Resolve access issues
- Maintain the account list to keep only valid accounts active in our systems
- Occasionally perform manual testing on new and existing features
- Work with application development team to assist with testing tasks, as needed
- Occasionally provide enhancements to existing reporting functionality
- Develop Reports using SQL Server Reporting Services (SSRS), as needed
Qualifications
Required Skills
Excellent troubleshooting, diagnostic and problem-solving skills.Ability to think things through with incomplete data.Demonstrate superior customer service - Facilitate positive proactive working relationships with customers and internal resources.
- Remain positive and calm under pressure.
- Ability to convey detailed information verbally and written to internal and external business partners.
- Ability to document service request activity in our incident management solution to track issues to resolution
- Familiarity with remote monitoring and diagnostics solutions and concepts.
- Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach.
- Strong computer skills including: Microsoft Office, Microsoft Project, and SQL Server
- Superior oral and written communication skills.
- Excellent typing skills, strong grammar and spelling abilities.
- Ability to work independently with minimum direction
- Pursues projects with energy, drive, and urgency. Have a desire to finish.
Preferred Skills
- Knowledge of or experience with manufacturing processes
- Knowledge of manufacturing core tools such as Logic controller, historians, SQL, MES and ERP systems.
- Knowledge of manufacturing label printing equipment
- Ability to write and understand SQL
- SQL Queries
- SSRS Reports
- Dissect stored procedures.
- Create datasets to analyze and recreate issues reported by customers.
- Ability to look through database log files to troubleshoot software issues.
- Routinely log into databases for data analysis and troubleshooting.
- Experience with representational state transfer (REST) APIs.
- Understanding of the software development lifecycle (SDLC)
Education And Experience
- Bachelors of Science degree in Computer Science, Business, Information Systems or related business field, or equivalent experience required
- 1-3 years of experience in similar roles
- A proven record of accomplishment of working both independently and as a member of a team.
- Communicates effectively with both technical IT audiences, and non-technical business audiences.
- Demonstrated problem solving skills and creativity applied to IT systems and business processes.
- Successful candidates will be driven to succeed while fostering a great place to work.
Physical Demands
The characteristics listed below are representative of the physical and environmental demands required by an individual to successfully perform the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
- Requires standing and sitting for prolonged periods of time, talking and listening.
- Must be able to walk and use hands
- Typical work is in an office environment where the noise level is low to moderate.
Competencies
- Each position at Avient focuses on eight Core Competencies as a Leader of Self. Additionally, management positions focus on Leadership Competencies as a Leader of Others and/or a Leader of the Business. These competencies are designed to drive behavior that will ultimately help our associates excel at their current roles, while supporting individual and career development.
Environmental, Health, Safety, & Security (EHS&S) Requirements
- Avient integrates EHS&S into all aspects of our operations. Each position at Avient is responsible for complying with all applicable EHS&S requirements. Additionally, employees and management are responsible for reporting all EHS&S incidents immediately to ensure we keep EHS&S a priority within the organization.
Security includes physical security and cyber security.
Avient Corporation is a drug free workplace. Avient is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran’s status, or other legally protected classification in accordance with applicable federal, state and local law.
