Job Summary:
JOIN THE TEAM THAT MAKES SMART MANUFACTURING HAPPEN
We’re passionate about helping manufacturing companies apply modern technologies to achieve their goals. We collaborate globally and cross-functionally to implement great solutions, and we still get excited every time we help a customer exceed their targets. Every one of us is an expert in our chosen field, but we are constantly learning and broadening personal capabilities beyond our core skillset. We know when to ask for help, and there are always smart people on the team ready to help us solve complex problems or examine options with a fresh perspective.
As a Support Specialist, you will play a crucial role in ensuring customer satisfaction and resolving technical issues efficiently. Your primary responsibilities will revolve around providing technical assistance and guidance to customers, both internal and external, regarding software, hardware, or other products/services.
What you will be working on
- Customer Assistance: Respond promptly to customer inquiries via various channels such as email, phone, or chat. Listen attentively to customer concerns, troubleshoot technical issues, and provide appropriate solutions or workarounds.
- Technical Troubleshooting: Diagnose and resolve technical hardware and software issues, including installation, configuration, and compatibility problems. Utilize troubleshooting techniques and resources to identify root causes and implement effective solutions.
- Documentation and Knowledge Sharing: Maintain detailed records of customer interactions, technical issues, and solutions provided. Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides to empower customers and enhance self-service support options.
- Escalation Management: Recognize and escalate complex or unresolved issues to higher-level support teams or specialized departments for further investigation and resolution. Coordinate with internal teams to ensure timely and satisfactory resolution of customer issues.
- Product Education: Stay up-to-date with product features, updates, and enhancements. Educate customers on product functionalities, best practices, and troubleshooting techniques to maximize their usage experience and minimize support requests.
- Quality Assurance: Ensure high-quality customer interactions and service delivery by adhering to established support processes, standards, and SLAs (Service Level Agreements). Participate in quality assurance activities such as call monitoring, case reviews, and customer satisfaction surveys.
- Customer Feedback and Improvement: Gather feedback from customers regarding product usability, performance, and support experience. Advocate for customer needs and contribute ideas for product improvements or enhancements based on customer insights and pain points.
- Cross-functional Collaboration: Collaborate effectively with cross-functional teams such as product development, sales, and marketing to communicate customer feedback, share insights, and contribute to product roadmap discussions.
What you bring to the table
- Excellent communication skills, both written and verbal.
- Documentation and knowledge sharing.
- Strong problem-solving abilities and attention to detail.
- Technical proficiency with software applications, operating systems, and hardware devices.
- Patience, empathy, and a customer-centric mindset.
- Ability to work independently and collaboratively in a fast-paced environment.
- Prior experience in customer support or technical assistance roles is preferred.
You’ll love working with us
Our focus is machines, processes, and operational efficiency — however, our passion is the people across the manufacturing enterprise: on the plant floor, throughout operations, and across the supply chain.
- We value integrity: it drives our actions, words, and interactions with co-workers and clients
- We’re customer-centric: when they succeed, we succeed
- We’re responsible: we say what we’re going to do then do it
- We're respectful: how we want others to treat us is how we treat others
- We’re balanced: when we work hard and play hard, we deliver our best
- We’re a great team: ask for help when you need it, give help wherever you can
- We're getting better all the time: constantly challenge yourself and learn something new every day
By fulfilling the responsibilities outlined in this job description, you will contribute to maintaining high levels of customer satisfaction and loyalty while helping to drive the success and growth of the organization.
Job Type: Full-time
Pay: From $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Compensation package:
- Holiday pay
- Profit sharing
Experience level:
Schedule:
Work Location: Remote