Excellent opportunity to showcase your technical support skills with a world-class commercial equipment manufacturer who offers an awesome culture and work environment along with a very generous benefits package!
Position Description:
Technical support plays a key role in our company's success by directly helping our customers. The Technical Support Representative is primarily responsible for providing product information and troubleshooting assistance to customers (dealers/distributors, sales representatives, and end-users) via phone and email.
Essential Functions and Responsibilities:
- Provide world class phone support to end-users through calls from dealers, distributors and sales representatives.
- Conduct initial analysis and basic troubleshooting via telephone and email for customers in a timely fashion.
- Accurately document incoming call complaints into our CRM Salesforce.
- Provide information regarding company products to customers.
- Ability to handle high call volume and correspondence; multitask and escalate more complex inquiries to Technical Support Representative 2 as needed.
- Follow up on service inquiries to ensure customers receive effective solutions and are satisfied with the outcomes. Address and resolve any complaints or concerns.
- Maintain a professional phone demeanor and ensure customer satisfaction.
- Able to create and maintain required documentation to perform proper call diagnosis.
- Demonstrate competency in products and services as offered by company.
- Continue to improve product knowledge and customer service skills.
Work Experience Requirements:
- 2 years of call center experience or customer facing role preferred
- Dental industry or similar technical troubleshooting experience preferred
- Experience in using web-based services and/or e-Commerce tools (i.e. MS Outlook, MS Teams, Salesforce and ERP program for product information)
Core Skills Requirements:
- Requires strong commitment to teambuilding, as well as skills in documentation and good verbal and written communication skills.
- Professional attitude in following protocol and guidelines of the company.
- Ability to work with different types of personalities in a professional, positive manner.
- Continue to improve product knowledge and customer service skills.
- Good oral and written communications skills.
- Excellent phone and customer service skills required.
Education Requirements:
- High School Diploma, Associate's Degree or equivalent required.
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.