Technical Support Specialist
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Job Description
Technical Support Specialist providing global field and phone troubleshooting for customers. Documenting cases, resolving escalations, and supporting 24/7 service operations.
Responsibilities:
- Provide professional technical support to external and internal customers, including service, sales, and marketing teams
- Maintain a high level of technical knowledge on current product lines
- Document customer and equipment cases through CRM and ERP systems
- Identify and document reported complaints according to the Quality Complaint Handling Procedure
- Troubleshoot and resolve customer issue escalations
- Support coordination of staff to maintain a 24/7 customer service commitment
- Embody and deliver the “Exceptional Everyday”
Requirements:
- Associate’s degree or equivalent in a technical field or discipline
- 1 to 2 years of relevant experience
- 2+ years of Field Service or Technical Call Center experience
- Salesforce FSL preferred
- Exemplary customer service skills
- Excellent verbal and written communication skills
- Ability to work independently and within a group
- Ability to analyze and relay technical information to customers and advise on possible solutions
- Ability to communicate and work effectively across departments
- Ability to prioritize and multitask
- Strong organizational skills and attention to detail
- Ability to sit; use hands to finger, handle, or feel objects, tools, or controls
- Ability to stand, walk, reach, stoop, kneel, crouch, or crawl
- Ability to lift, push, pull, and carry products weighing up to 45 pounds
- Domestic and international travel may be required
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