Technical Support I - Hardware
3.
5 Quick Apply Full-time 6 hours ago Full Job Description Remote Opportunity with Training Required Onsite The Technical Phone Support Representative will have sufficient product knowledge and experience to resolve general inquires and the majority of technical support issues received from customers, field support and internal & external partners for US and Canada.
This includes new installation, pre & postproduction support.
The Technical Phone Support Representative will work on issues and provide a resolution to the customer in a timely manner according to SOP's.
ESSENTIAL DUTIES AND
Responsibilities:
Receives and responds to telephone and email inquiries from customers in need of technical support for all Markem-Imaje printer models.
Develops and expands knowledge of specific customer applications for all company products to better respond to customer issues, problems, concerns and requests.
Develops a detailed understanding of the technical specifications and environmental requirements at customer sites necessary for the optimal installation, operation and maintenance of the company's products.
Documents all relevant details of the reported problem, diagnostic steps, and resolution to ensure accurate and detailed service history is maintained within C1P/SAP system.
Create and update Service Notifications in C1P/SAP, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled call backs to customer, where necessary.
Identify sales opportunities for customers that contact the Help Desk, Escalate through the appropriate channels.
Responsible for achieving and maintaining a level of customer satisfaction consistent with Markem-Imaje quality guidelines and objectives.
Develop and maintain technical and operational competency on Markem-Imaje equipment through study, training, hands on use, and field exposure.
Identify and escalate priority issues appropriately.
Perform all required tasks in a timely, professional manner and within service level objectives.
Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers.
Continuously strive to increase product and business knowledge.
Participate in a department on-call rotation for US and Canada hours of coverage.
Travel for classroom-based training purposes as needed.
Perform other duties as assigned or requested by management.
EDUCATION /
Experience:
Associates degree from a technical college recommended.
At least two years of experience in industrial technology required and customer management experience.
Excellent technical skills (mechanical, electrical, computer, electronic, etc.
) Computer Skills:
Windows, Word, SAP and Salesforce a plus.
Knowledge of coding equipment is a plus.
ISO9001 experience is a plus.
Excellent written and spoken English is a must, additional languages are a plus.
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and appropriate resolutions.
Demonstrate proper phone etiquette.
Excellent oral and written communication skills.
Effective listening skills.
Possesses strong customer relation skills.
Ability to prioritize appropriately and multi-task effectively.
Strong team player.
Demonstrates flexibility.
Ability to work effectively under pressure in a fast-paced, changing environment.
Bilingual French preferred but not required Hours:
Monday-Friday 8am-5pm Job Type:
Full-time Pay:
$24.
00 - $29.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Flexible schedule Health insurance Health savings account Life insurance Paid time off Referral program Retirement plan Tuition reimbursement Vision insurance Schedule:
8 hour shift Monday to Friday Supplemental pay types:
Bonus pay
Experience:
industrial technology:
2 years (Required) customer management:
2 years (Required) Work Location:
Remote Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
5 Quick Apply Full-time 6 hours ago Full Job Description Remote Opportunity with Training Required Onsite The Technical Phone Support Representative will have sufficient product knowledge and experience to resolve general inquires and the majority of technical support issues received from customers, field support and internal & external partners for US and Canada.
This includes new installation, pre & postproduction support.
The Technical Phone Support Representative will work on issues and provide a resolution to the customer in a timely manner according to SOP's.
ESSENTIAL DUTIES AND
Responsibilities:
Receives and responds to telephone and email inquiries from customers in need of technical support for all Markem-Imaje printer models.
Develops and expands knowledge of specific customer applications for all company products to better respond to customer issues, problems, concerns and requests.
Develops a detailed understanding of the technical specifications and environmental requirements at customer sites necessary for the optimal installation, operation and maintenance of the company's products.
Documents all relevant details of the reported problem, diagnostic steps, and resolution to ensure accurate and detailed service history is maintained within C1P/SAP system.
Create and update Service Notifications in C1P/SAP, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled call backs to customer, where necessary.
Identify sales opportunities for customers that contact the Help Desk, Escalate through the appropriate channels.
Responsible for achieving and maintaining a level of customer satisfaction consistent with Markem-Imaje quality guidelines and objectives.
Develop and maintain technical and operational competency on Markem-Imaje equipment through study, training, hands on use, and field exposure.
Identify and escalate priority issues appropriately.
Perform all required tasks in a timely, professional manner and within service level objectives.
Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers.
Continuously strive to increase product and business knowledge.
Participate in a department on-call rotation for US and Canada hours of coverage.
Travel for classroom-based training purposes as needed.
Perform other duties as assigned or requested by management.
EDUCATION /
Experience:
Associates degree from a technical college recommended.
At least two years of experience in industrial technology required and customer management experience.
Excellent technical skills (mechanical, electrical, computer, electronic, etc.
) Computer Skills:
Windows, Word, SAP and Salesforce a plus.
Knowledge of coding equipment is a plus.
ISO9001 experience is a plus.
Excellent written and spoken English is a must, additional languages are a plus.
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and appropriate resolutions.
Demonstrate proper phone etiquette.
Excellent oral and written communication skills.
Effective listening skills.
Possesses strong customer relation skills.
Ability to prioritize appropriately and multi-task effectively.
Strong team player.
Demonstrates flexibility.
Ability to work effectively under pressure in a fast-paced, changing environment.
Bilingual French preferred but not required Hours:
Monday-Friday 8am-5pm Job Type:
Full-time Pay:
$24.
00 - $29.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Flexible schedule Health insurance Health savings account Life insurance Paid time off Referral program Retirement plan Tuition reimbursement Vision insurance Schedule:
8 hour shift Monday to Friday Supplemental pay types:
Bonus pay
Experience:
industrial technology:
2 years (Required) customer management:
2 years (Required) Work Location:
Remote Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
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