3D Imaging Specialist

Air Techniques Inc • Melville, NY

83d

About The Position

Air Techniques, Inc. is seeking a Technical Support Specialist to provide second level technical support to end-users, dealers, distributors, and sales representatives. The role focuses on software integration, installation, and use, as well as network analysis and setup related to Air Techniques products. The specialist will assist customers with network configuration to ensure successful use of ATI software and hardware, conduct analysis and troubleshooting via telephone, email, and remote control, and follow up on open service inquiries to ensure customer satisfaction. The position requires the ability to simplify and explain technical information, handle high call volumes, and work closely with the ATI Imaging Sales Specialist. Additionally, the specialist will develop technical Q&A for solutions related to Air Techniques products and maintain proper documentation in the CRM system.

Requirements

• 3-5 years call center experience in a technical support role.
• Dental or similar technical troubleshooting experience preferred.
• Imaging/PC experience required.
• Thorough understanding of network protocols including TCP/IP and networking equipment including routers, switches, and firewalls is required.
• Reliable attendance and punctuality is a must.
• Good oral and written communication skills.
• Excellent phone and customer service skills required.

Responsibilities

• Provides second level technical support to end-users, dealers, distributors, and sales representatives.
• Focuses on installation and integration of Air Techniques software and 3rd party software.
• Assists customers with network configuration for successful use of ATI software and hardware.
• Conducts analysis and troubleshooting via telephone, email, and remote control for customer accounts.
• Supplements the Digital Tier 2 queue as necessary.
• Simplifies and explains technical information to others.
• Maintains up-to-date knowledge of hardware, software, and programming used by the company.
• Handles high call volume and correspondence; multitasks and escalates to Tier 3 as needed.
• Follows up on open service inquiries to ensure customer satisfaction.
• Determines requirements for parts replacement and communicates shipping requirements to customers.
• Prepares required internal documentation.
• Works closely with the ATI Imaging Sales Specialist.
• Develops technical Q&A for solutions related to Air Techniques products.
• Documents case entries into the CRM system for incoming call complaints.
• Travels out of country for new product training and supplemental training as needed.
• Assists other departments when necessary.
• Continues to improve product knowledge and customer service skills.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees