JOB SUMMARY

The Technical Customer Service Specialist is responsible for managing client onboarding, training, and post-sale technical support for all new adjacencies. He is also responsible to assist customers professionally resolving technical issues with products, adhering to defined standards of service quality and productivity.

PRIMARY RESPONSIBILITIES

Technical Support:

• Answer customer calls and emails
• Evaluate and understand customer needs and expectations
• Propose the best possible alternatives to customers
• Train the technical Customer Service Representative for new adjacencies.
• He is the last level of technical support (before R&D)
• Facilitate communication between customers, sales representatives, technicians, and customer service representatives

Customer Support and Onboarding:

• Guide clients through the onboarding process, including product setup, account configuration, and training.
• Calling customer to ensure units were received and installations are planned
• Setting up a dashboard tour for and training for new users
• Providing phone assistance to customers installing and configuring demo units
• Serve as the primary contact for customers during the onboarding phase, addressing any concerns, questions, or technical issues.
• Actively monitoring demo units daily to spot any anomalies
• Troubleshooting installation questions or errors with customer.
• Collect and analyze client feedback to improve onboarding, training, and support processes.

SKILLS PROFILE AND REQUIRED QUALIFICATIONS

Education/Experience/Certification

• High school diploma
• 5 years of relevant experience in technical support
• Proficiency in Microsoft Office suite (Word, Excel, Outlook). Knowledge
• Excellent communication skills
• Knowledge of telemetry industry (an asset). Skills and Abilities
• Strong problem-solving and organizational skills
• Autonomy, initiative, and a high sense of responsibility
• Great teamwork ability
• Versatility and flexibility
• Precision, commitment to excellence, and attention to detail
• Sharp customer service skills and impeccable professional ethics
• Comfortable in a dynamic and fast-paced work environment

Pay:

$50,000.00 - $55,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person