T-1 Parts & Technical Support

BendPak Inc•Mobile, AL

5d•$20 - $24•Onsite

About The Position

Keeping customers happy is a critical part of any strategy for business growth. Central to that effort are our new management team and our frontline T1 - Parts and Technical Support Specialists who have the essential skills to actively and empathetically listen to customers when they relay issues and develop creative solutions to assist them and answer their questions. Our T1 - Parts and Technical Support Specialist role is to manage, direct, and accept accountability for all customer inquiries or complaints about issues with their product, either new, recently installed, old, under warranty, or out of warranty. The T1 - Parts and Technical Support Specialist helps diagnose product problems based on the answers customers give to their questions. The T1 Support Specialist will help solve customer problems by offering advice as to how to correct the problem, how to hire an in-field service provider (or assist in hiring an in-field service provider), or satisfy their request for service by offering service parts to correct any deficiencies. All notes and touchpoints relating to service calls will be entered, saved, and then tracked in our customer service ticketing system. The T1 - Parts and Technical Support Specialist will also assist in training other customer service team members on how to properly diagnose and correct product problems and where to find the answers using the company knowledge library. The T1 - Parts and Technical Support Specialist needs to be comfortable communicating over the phone, through email, chat, video, and in person. Additional duties include regular follow-up communication (written and by phone) with customers and maintaining a set number of average service tickets completed per day. You will also be locating and sourcing repair parts for old BendPak products, troubleshooting products to determine parts needed, technical support for assembly questions, and answering product capability or requirements inquiries. Product training to include in the office, on-site, in the field, video, service manuals, etc.

Requirements

2+ years’ experience in Customer Service, Order Processing, or related field
Strong PC skills including MS Office (Word, Excel, Outlook) and web-based and Windows-based software and databases, and general internet use.
Must be able to accurately type between 45 and 60 WPM.
Must be proficient in English written and communication skills
Strong working knowledge of ERP systems
Strong working knowledge of customer service ticketing systems
String working knowledge or CRM systems
Strong data entry skills
Strong written and oral communication skills
Professional demeanor
Comfortable performing repetitive tasks
Highly motivated and target-driven
Excellent communication and understanding skills
Prioritizing, time management, and organizational skills
Must exhibit the ability to easily adapt to changes in processes, higher workload volumes, and imminent deadlines while always observing corporate standards and guidelines.
Must have the ability to multi-task, self-motivate and work effectively.
Strong online research skills to research new products and to identify/resolve issues with existing/new products.
Occasional independent judgment is required to complete work assignments.

Nice To Haves

Being bilingual in other languages is a plus
A background in automotive mechanics desired

Responsibilities

Be comfortable communicating over the phone, through email, chat, video, and in person.
Communicate with customers and help explain how to perform recommended steps to solve their problems or answer their questions.
Be an effective multi-tasker using a combination of communication methods at the same time.
Answer incoming calls, e-mails, and chats in a fast and efficient manner in support of customers and sales teams.
Complete and maintain a set number of average service tickets completed per day.
Monitor customer situational requests and resolutions using the ticketing system and be aware of escalated issues.
Enter orders into the company ERP system.
Enter detailed information into the company CRM system
Assist in training other team members in properly diagnosing and correcting product problems and where to find answers using the company knowledge library
Problem-solving by researching within the database, email exchanges, the internet, and appropriate personnel throughout the company.
Troubleshooting and problem-solving specific to equipment failures and warranty issues.
Maintains professionalism when communicating with managers, co-workers, and customers.
Maintains a high level of confidentiality.
Maintains a cooperative, courteous, team-focused attitude.
Diligently follow customer orders through to completion, ordering parts when necessary, and working with appropriate parties to quickly resolve shipping issues or fulfillment delays.
Create new processes to improve order processing efficiency.
Communicate with customers, sales team, production, and shipping departments to expedite orders accurately.
Review returns and charge-back claims and work with supervisor on new processes to prevent future chargebacks.
Other duties, tasks, and assignments as needed or assigned