Outstanding technology company producing inventory management solutions seeks Technical Support I candidates. This company is strategically positioned to improve productivity, increase efficiency, and reduce inventory costs to its customers, through industry-leading intelligence software and flexible and customizable inventory management systems.
Position Summary:
This position is responsible for customer success with the use and deployment of all Company products. He/she will collaborate with customers via incoming calls and emails to support new and existing inventory solution systems. The Tech Support I is primarily responsible for documenting and resolving issues reported by existing customers and facilitate the setup and training of new inventory management solutions for new customers. This position ensures proper alignment of the customer product requirements with Company’s product support.
This position works a 7AM-4PM or 6AM-3PM shift, and will initially be on-site for training then switch to remote
Responsibilities:
This is an entry level position, working under significant supervision. The candidate will be tasked with cases and new deployment orders. This position requires the ability to quickly absorb and use information about product design of an electro-mechanical nature driven by web-based software as well as installed on the device. The candidate will also be required to gain a working understanding of customer inventory control environments.
Duties:
-Will support existing customers.
-Answer incoming calls/emails.
-Resolve all general inquiry calls within a timeframe of 10 minutes.
-Handle inquiries/requests through the Customer Service inbox.
-Create open cases so that customer inquiries and concerns are documented.
-Escalate cases to the next tier of support for resolution assistance.
-Process quotes and customer orders when needed.
-Ensure that all customers are responded to via email and phone in a timely fashion.
-Evaluate, prioritize, and respond to assigned customer requests.
-Connect with the customer for new product deployment.
-Ensure the customer facility is set up to receive Company product.
-Familiarize the customer with the product and its implementation.
-Provide training to the customer regarding device and software use.
-Gather relevant data from the customer and perform device and website set up.
-Provide final review on the order details to ensure alignment with the customer needs.
-Accurately represent the product to the customer.
-Gain enough knowledge regarding product use with which to familiarize customers on its use.
-Gain enough knowledge regarding product installation and site training with which to serve as a back up resource for installations and trainings in the field.
-Serve as a first point of contact for all product related questions on an order.
-Provide appropriate set up of a product for a customer solution.
-Ensure that the installed product is meeting the customer needs.
Requirements and Experience:
Minimum of 2 years of years previous experience in a customer oriented technical support role environment.
Strong interpersonal and customer service skills.
Possess strong customer service skills and be service minded.
Professional demeanor to solve routine problems.
Proficient in the use of MS Office (Excel, Outlook, Word)
Excellent organizational skills and attention to detail.
Be self-motivated, willing to learn and grow.