Customer Support Specialist

Xybix Ergonomic Systems LLC•Littleton, CO

6h•$23 - $27•Hybrid

About The Position

XYBIX SYSTEMS, a leading innovative ergonomic furniture manufacturer located in Littleton, CO is searching for a CUSTOMER SUPPORT SPECIALIST to join their existing team! We manufacture customized sit-stand furniture for 911 dispatch centers, medical centers, public utilities, security applications, call centers, work-from-home professionals, gamers, and more! All of our products have fitness, health, and comfort designed into them for people in these fields. If you enjoy working on a high performing team, then you could be a great 'fit' with our company! Job summary The position will be responsible for handling all customer requests received by Customer Service, providing product support and troubleshooting assistance, and communicating effectively with all departments across the Company. Experience in a high-paced Customer Service/Tech Support environment is required. Self-motivated and the ability to work with minimum supervision. Likes to ‘fix’ things and is willing to think outside the box for solutions.?

Requirements

Must be able to meet the physical demands of the position and maintain focus and productivity throughout an eight-hour workday.
This position is a hybrid working position. There will be split time working from home and the office in Littleton, Colorado.
Must be self-motivated and able to manage time effectively and meet deadlines in a fast-paced environment.

Nice To Haves

Experience in a high-paced Customer Service/Tech Support environment is required.
Self-motivated and the ability to work with minimum supervision.
Likes to ‘fix’ things and is willing to think outside the box for solutions.?
Working knowledge of AutoCAD drawings and Salesforces preferred.

Responsibilities

Demonstrates ability to deliver timely customer support, including responding to emails within 4 business hours and phone calls within 6 business hours.
Strong organizational skills with a commitment to continuous improvement in time management, maintain accuracy, and zero overdue tasks.
Ability to troubleshoot and resolve customer issues effectively, minimizing the need for replacement parts whenever possible.
Proficiency in creating and processing sales orders on the same day they are received.
Working knowledge of AutoCAD drawings and Salesforces preferred.
Proficiency in Microsoft Office (Excel, Word, & Outlook) is required.
Professional team player with a willingness to learn and become fluent in our company’s products.
Exceptional communication, problem-solving, and interpersonal skills with the ability to remain composed and professional under pressure.
Handle all customer service and warranty inquiries via phone and/or email, accurately document the claims in Salesforce and Epicor.
Assess cases to determine whether shipment of parts or on-site technician support is required.
Provide real-time product support and technical troubleshooting for customers and third-party installers.
Draft precise, detailed, and easy to follow work orders to ensure clarity and efficiency in execution.
Prepare quotes and sales orders in line with customer needs, exercise sound judgement to escalate, or involve additional departments when appropriate.
Track return parts and maintain proactive communication with customers to ensure timely return and resolution.
Guide customers in identifying the required parts, outlining accurate next steps and setting clear expectations for timelines through completion.
Review and interpret AutoCAD drawings to verify site conditions and align customer requirements with technical specifications.