Essential Duties & Responsibilities

 

•Provide the highest level of customer support when answering inbound calls and emails.

•Evaluate the needs of customers and work in a creative, pro-active manner to resolve technical issues

•Determine if technical solution can be resolved via phone or if further diagnostics are needed

•Take ownership of technical issues, and work with our Engineering/Applications team to resolve more advanced issues

•Resolve escalated customer complaints without the need for team lead intervention

•Document troubleshooting and problem resolution steps, accurately record data into CRM / Support systems

•Train customers on product operation, software, and applications

•Educate customers so they have confidence in the operation of their instrument

•Prioritize effectively and handle shifting priorities

•Learn new and innovative technologies as required

•Assist and teach others on the team as requested

•Establish and maintain positive and cooperative working relationships

•Manage multiple priorities, organize workload, and meet deadlines effectively

•Work in a team-based environment and achieve common goals

•Provide support to Spectrotrack and Mylubetrak customer accounts

 

Qualifications & Requirements

 

•BS in electrical or mechanical engineering, engineering technology, software development, or equivalent required

•Experience with software, hardware and system integration preferred

•Industry experience or background in technical support or call center environment preferred

•Excellent written and oral communication skills in English; additional language skills preferable

•Excellent customer service skills

 

Additional technical skills that would be particularly useful:

•Past Experience in servicing scientific or medical instrumentation a plus