Description:
As a Technical Support Representative, you will serve as the first point of contact to customers and require a broad set of skills to cover a wide range of customer issues. In addition, this person must have the confidence to make quick and accurate decisions, use independent judgment on unfamiliar customer needs, foster great customer relationships and have the ability to determine when inquiries should be escalated.
Responsibilities:
- Responsible for providing technical support for internal and external customers on the Client's Capital Equipment (CE) (IVP, Cortrak, Game Ready, and any additional CE acquired)
- Responsible for ensuring that the entry of the Service and Repair order is in accordance with established procedures and regulatory requirements.
- Ensuring timely filing of product failure complaints into the computerized system.
- Assessing all events for potential reportability status and escalating such events to the appropriate teams
- Provide recommendations for system enhancements and participate in all testing aspects of the Service and Repair order handling systems.
- Record contact information, support, and maintain accurate and complete records that meet internal requirements and satisfy local, domestic, and international regulatory and government requirements.
- Make recommendations for needed changes in process and procedure to ensure ongoing compliance with corporate, local, state, federal, and international requirements.
- Along with International Transportation, monitor SAP system and Freight Forwarder tracking tool orders to ensure shipment on a timely basis to meet customer needs
- Ensure all required documentation is provided to the customer, and maintain customer records.
- Act as a focal point for all customer inquiries/issues relating to Service and Repair orders, pricing, credits, logistics, customs, damage, shipping, or related items.
- Work with necessary Client teams to resolve issues.
- Coordinate all requirements for customer damage claims, including obtaining the necessary documentation, photos, and product destruction verifications, and working with CTT to ensure proper credit is received from our carriers.
- Develop and promote interpersonal relationships with the purpose of building a team.
- Demonstrate a willingness to listen; to be open to new ideas; to support the decisions of the team; to trust others; to provide encouragement; to recognize contributions of other team members; and to display a sense of empathy and understanding.
- By employing the Quality Management Process, demonstrate a customer/end-user focus, staying close to customers (internal and external) and determining their needs.
- Commit to meeting these needs and continually strive to improve.
Qualifications:
- 1+ years relevant work experience
- Exceptional time and project management skills. Ability to manage workload while understanding return on time investment.
- Passionate about problem solving, relationship building and creating customer loyalty by delivering a customer experience second to none.
- Ability to influence both technical and business audiences.
- Exceptional written and verbal communication and interpersonal skills. Articulates thoughts and ideas clearly, concisely, and persuasively, adjusting to different audiences within a customer engagement.
- High degree of comfort managing multiple, competing priorities in ambiguous environments.
- Strong results orientation with a proven track record of flawless execution and strong attention to detail.
- Demonstrated customer service orientation.
- Ability to work both independently and within a team environment.