Job Summary:
The Technical Support Specialist is responsible for coordinating the daily administrative duties of the Design and Tech Support teams. Along with being assigned duties within Company used applications, the Technical Support Specialist will respond to customers' questions, resolve their complaints, and make sure that all departments are responding accordingly. This position will be a first point of contact for multiple communications. This position will also train for future Tier 1 Technical Support.
Responsibilities:
- Maintaining customer satisfaction with swift responses is the primary function.
- Consistent follow up with all end users and/or customers to ensure their questions and complaints were resolved in a timely manner. Document end results.
- Maintain and monitor departmental metrics, sales figures, and other key data to present on a monthly basis. Prepare written product support materials, presentations, reports, and project quotes.
- Work with Tech Support Team to manage the daily log of service requests from customers. This will include managing incoming phone calls, online tickets, emails, chats, etc. from direct and indirect customers and representatives.
- Coordinate the call, email, ticket, and/or chat in an appropriate manner to the respective Design and Tech Support Team member.
- Interact with end users resolving inquiries and/or complaints resulting in prudent escalation of time-sensitive issues and ultimate resolution.
- Answering client questions regarding products.
- Handles day to day quotes for IntelliSee and Singlewire. Manage all quotes with Regional Sales Managers and Support Teams.
- Work with respective department heads to secure information to plan for advertising services, support materials, and data to support the Technical Support Team.
- Manage multiple design, compiling information, product selection, AutoCAD drafting, design layouts, creating bill of materials.
Essential Task:
- Manage Technical Class Webinar scheduling.
- Assist Design Team with XTENAV proposals.
- Provide technical support to customers relatvie to the core product (non-IP based), when needed.
- Liason between Regional Sales Managers and Support Teams.
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
Experience:
- Customer service: 1 year (Required)
Ability to Relocate:
- Phoenix, AZ 85042: Relocate before starting work (Required)
Work Location: In person