Overview:
The Customer Support and Technology Specialist is key in offering excellent customer service and reliable technical support. This role is essential for bridging the gap between our customers and our technological advancements, demanding a candidate with solid technical skills and a true passion for engaging with customers. The position requires strong organizational skills, effective problem-solving, thoroughness, and clear communication.
Key Responsibilities:
Technical Issue Resolution:
- Assist in answering & resolving incoming calls and emails to the technical support team concerning ATS and OEM products.
- Record comprehensive notes within the CRM system to monitor case progress and guarantee resolutions are reached promptly.
Strategic Analysis:
- Analyze customer technical challenges and provide engineering and other key departments valuable insights.
- Engage in collaborative problem-solving to ascertain and implement the most effective resolutions.
Process Optimization:
- Assist with maintaining a knowledge base of technical support processes and best practices.
Interdepartmental Collaboration:
- Monitor and relay technical support matters, partnering with Engineering and other teams as necessary.
RMA Coordination:
- Manage Return Merchandise Authorizations (RMAs), collaborating with Production to uphold customer contentment.
Internal IT Assistance:
- Provide basic IT assistance to the office. Tasks can include but are not limited to, equipping new hires with laptops and overseeing the inventory of office computer hardware.
Quality Assurance Collaboration:
- Work in tandem with Engineering & QA to fortify the quality standards of ATS product offerings.
Communication Excellence:
- Demonstrate the ability to create clear and concise communications when addressing customer issues
Continuous Enhancement:
- Lead efforts to enhance the effectiveness and efficiency of technical support services.
Qualifications:
Experience:
- At least 2 years in a technical customer support capacity or related field.
Attention to Detail:
- Unwavering dedication to accuracy, consistent follow-through, and upholding the highest quality standards.
Customer Engagement:
- Proven track record of interacting with customers and team members at all organizational levels.
Resource Management:
- Aptitude for prioritizing tasks effectively under tight deadlines without constant supervision.
Communication Proficiency:
- Outstanding written and verbal communication abilities.
Analytical Skills:
- A proactive approach to problem-solving and a strong inclination toward collaborative teamwork.
Customer Service Excellence:
- A history of delivering stellar customer service and fostering strong professional relationships.
Technical Savvy:
- Strong technical skills are essential, with a preference for candidates experienced in diagnosing electrical issues using a multimeter.
Software Expertise:
- Advanced skills in Microsoft Windows and Google Workspace.
CRM Acumen:
- Experience with CRM platforms.
- Experience working independently:
- Be capable of taking ownership of their job responsibilities and functioning autonomously when necessary.
Willingness to travel:
- Must be open to periodic travel to our office in Pennsylvania for training and collaboration.
Education:
- Bachelor's Degree or equivalent professional experience.
Distinguishing Factors:
- Experience with Salesforce and possession of relevant certifications will be highly regarded.
Job Type: Full-time
Pay: $26.00 - $28.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Ability to Commute:
- Chantilly, VA 20151 (Preferred)
Ability to Relocate:
- Chantilly, VA 20151: Relocate before starting work (Required)
Work Location: In person