**About Us** We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.  Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today! **JOB OBJECTIVE:** + Primary responsibility for this position entails providing telephone-based/online technical assistance to end users related to software manufactured or supplied by Cold Chain. This may include but not limited to software installation, upgrade, DB migration, and DB addition.This position is also responsible for escalation of software support services and provide knowledgeable feedback and resolution and deliver thoughtful/courteous customer service. **MAIN DUTIES:** + Provide support, installation, maintenance, troubleshooting and training for all Cold Chain hosted and deployed software such as but not limited to Connect +, Oversight, TempTrak via phone, chat, online meetings (via MS Teams or other application) and email + Remotely diagnose issues caused by operating system, web servers, network, database, etc. using Remote Applications + Provide quick and accurate solutions to software support issues + Perform as escalation of software support and specialist of all software related issues and monitor / report on all escalations to engineering. + Work with Technical Services team to provide guidance and leadership on complex issues + Determine whether support issues require escalation/review by the development group if issues are found with functionality within our product + Assist the Lead Specialist and/or Senior Specialist in documenting all necessary instructions per functions and manage electronic document management systems (EDMS) as needed to store and control the BU documents. + Participate in Beta testing of new software products and features + Act as primary liaison to Engineering Department + Maintain friendly and cooperative relationships with customers and team members to ensure a high standard of professionalism, product reliability, and customer satisfaction **ADDITIONAL FUNCTIONS:** + Performs other functions as may be deemed necessary and needed to deliver the output guided by the company's vision, mission and employee policies + Provide support to internal and external customers through phone and email channels within the Service Level Agreement + Meet timelines associated with the tasks in an on-time manner and within quality standards + Assist the Lead Specialist and/or Senior Specialist in updating and streamlining processes as to become more accurate and less time consuming. + Log all activities regularly and accurately in customer support tool **EDUCATIONAL BACKGROUND:** + Bachelor’s degree in Information Technology, Computer Engineering or equivalent from two-year college or technical school along with five years related experience and/or training, or equivalent combination of education and experience. **WORK EXPERIENCE OR TRAINING:** + Minimum 2 years of Software Support or related role in a technical environment with minimal supervision + Advance knowledge in Windows Environment + Basic knowledge in SaaS Business Model + Basic knowledge in Virtual / Physical server/s using Windows Based Environments + Basic knowledge of configuration & setup for Microsoft IIS Web Server + Basic knowledge and troubleshooting skills in network protocols (TCP/IP, DNS, DHCP) and networking concepts. + Basic knowledge in Database Analysis and Query execution + Knowledge in Microsoft ASP, ASP.NET, HTML, & XML a plus + Knowledge in Application/ Web Services Deployment, configuration, and troubleshooting a plus + Must possess a strong, can-do commitment to delivering excellent customer experiences **SKILLS AND ABILITIES:** + Excellent in English communications + Ability to adapt quick changing priorities + Ability to work well with a wide range of people and related diversity + Ability to work independently to schedule and lead meetings, gather information and consistently meet deadlines for project deliverables + Ability to manage multiple, competing priorities and effectively prioritize and execute in a high- pressure environment **OTHER WORK CONDITIONS:** + Willing to work on shifting operations which may include weekends with scheduled days off, to support the assigned business and customers + Must be able to provide “on-call” support on weekends or off-hours to address critical issues. + Must be able to effectively and independently function while maintaining a positive energy level in an environment of constantly shifting demands **COMPETENCY PROFILE:** + Customer Focus + Action Oriented + Drives Results + Collaborates + Plans and aligns + Analysis/Problem Solving + Flexibility and Adaptability **Our Commitment to Our People** Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That’s why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial. Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally. Flexible and competitive benefits plans offer the right options to meet your individual/family needs. We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.  Together, we have the opportunity – and the power – to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team! **Our Commitment to Inclusion & Belonging** At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland. **Equal Opportunity Employer** Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. With $5B of global revenue, Copeland is a leading provider of compression products, electronics, software, and solutions across many applications within Heating, Ventilation, Air Conditioning, and Refrigeration (HVACR), where macro and regulatory trends towards environmental sustainability, leads to changes in HVACR technology. Other products include other heating applications, food service and retail, transportation, and healthcare/life sciences. This new business also has a solution portfolio that manages, monitors, and controls refrigeration units in the commercial setting, as well as software solutions that measure and monitor temperature conditions of refrigerated goods in transit, where there is a greater emphasis on energy management/sustainability solutions globally.