ILUS - Software Support Specialist

Position Summary

The Software Support Specialist responds to and resolves customer requests through the Client Care Service Desk.

PLEASE NOTE THIS ROLE DOES NOT PROVIDE SPONSORSHIP (OPT, STEM, H1-B VISA, ETC.)

• Receives calls and emails from customers with functional issues with conveyor systems, software, voice/light pick systems, and automated systems
• Provides remote and on-site troubleshooting including resolution of software and hardware issues
• Enlists help of other technical experts
• Communicates status and resolution of issues
• Updates and maintains CRM records
• Shares 24/7 on-call duties within the department
• Works on projects as assigned
• Contributes to and updates Knowledgebase

• Associate degree in Software Engineering, Information Systems, or equivalent experience
• Minimum 2 years of Service Desk or customer support experience
• Must be bilingual, with strong proficiency in both English and Spanish
• Excellent verbal and written communication skills
• Problem‑solving and troubleshooting skills
• Basic prioritization and time management skills
• Some technical knowledge and acumen
• Competence with Windows OS, Microsoft Office applications, and UNIX
• Willingness to learn
• Adaptable to change
• Exemplifies Daifuku Core Values
• Must be able to travel up to 20%