Project overview
We are currently recruiting for a Technical Support Specialist. Reporting to the Customer Service Manager, a Technical Support Specialist will be responsible for resolving customer technical questions via different means of communication , such as email or phone as well as provide training and other technical sales tools. Previous experience in the industry is a plus. Job Summary: The Technical Support Representative’s duties and responsibilities include, but are not limited to: (90%) Resolving customer technical questions directly through telephone, email or other methods of communication, or via the Sales and Service Representative. The TSR will identify customer needs and resolve routine customer technical questions by troubleshooting identifying the technical solution, providing available specifications, and/or escalating as necessary to achieve optimal resolution. (10%) Provide technical training, technical sales tools, and ad hoc support to Customer, Sales and Customer Service Representatives required Essential Functions: Answer Sales and Service and direct customer calls, emails, and chat in a professional manner to determine the best solution to satisfy the customer’s needs Perform effective discovery to uncover potential additional opportunities for sales and support Support other functions within the company in a respectful and professional manner, such as assisting Production, Sales and Customer Service, Marketing with technical information. Skills/Qualifications: Excellent technical communication skills - able to converse in technical terms with Customers Excellent written and spoken English communication and social skills with both internal and external customers Excellent problem solving skills, including the ability to define problems, collect data, establish facts, and draw valid conclusions Ability to research information on the web and through the use of diagrams, drawings, videos and other technical media Excellent general computer skills, and strong ability to use Microsoft Outlook and Microsoft Office tools Ability to read and interpret two-dimensional drawings Professional demeanor is required at all times Ability to multitask and prioritize a changing workload Ability to work both independently and as part of a team