Job Description
Excellent opportunity to showcase your technical support skills with a world-class commercial equipment manufacturer who offers an awesome culture and work environment along with a very generous benefits package
Position Description:
Technical support plays a key role in our company's success by directly helping our customers. The Technical Support Representative is primarily responsible for providing product information and troubleshooting assistance to customers (dealers/distributors, sales representatives, and end-users) via phone and email.
Essential Functions and Responsibilities:
* Provide world class phone support to end-users through calls from dealers, distributors and sales representatives.
* Conduct initial analysis and basic troubleshooting via telephone and email for customers in a timely fashion.
* Accurately document incoming call complaints into our CRM Salesforce.
* Provide information regarding company products to customers.
* Ability to handle high call volume and correspondence; multitask and escalate more complex inquiries to Technical Support Representative 2 as needed.
* Follow up on service inquiries to ensure customers receive effective solutions and are satisfied with the outcomes. Address and resolve any complaints or concerns.
* Maintain a professional phone demeanor and ensure customer satisfaction.
* Able to create and maintain required documentation to perform proper call diagnosis.
* Demonstrate competency in products and services as offered by company.
* Continue to improve product knowledge and customer service skills.
Work Experience Requirements:
* 2 years of call center experience or customer facing role
* Dental industry or similar technical troubleshooting experience
* Experience in using web-based services and/or e-Commerce tools (i.e. MS Outlook, MS Teams, Salesforce and ERP program for product information)
Core Skills Requirements:
* Requires strong commitment to teambuilding, as well as skills in documentation and good verbal and written communication skills.
* Professional attitude in following protocol and guidelines of the company.
* Ability to work with different types of personalities in a professional, positive manner.
* Continue to improve product knowledge and customer service skills.
* Good oral and written communications skills.
* Excellent phone and customer service skills required.
Education Requirements:
* High School Diploma, Associate's Degree or equivalent required.
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