Technical Services Call Center Agent and Project Specialist
About The Position
Ziegler CAT has an opening for a Technical Services Coordinator to join their growing team. This is an excellent entry-level opportunity for a motivated and hardworking individual to start at supporting customers and end-users and work to become an expert on Ziegler technology and equipment products. This position will be the front line to the customer on the technical support telephone line and will work with the rest of the technical support team to provide exceptional customer support request resolutions. This position will work with multiple areas of Ziegler’s businesses, including Technical Support, Service, Parts and Rental. The Technical Services Coordinator (TSC) receives telephone calls and or responds to internet requests from Ziegler Technicians and Customers.
Requirements
- High School Diploma or GED required
- Good computer skills with knowledge of MS PowerPoint, MS Excel and Word
- Excellent communication skills - both verbal and written
- Customer service skills
- Ability to work nights and weekends
Nice To Haves
- 2-year technical or 4-year bachelor’s degree preferred
- Basic technical, operational, or support and service knowledge of product line is preferred
- Related industry knowledge is preferred
- Customer Focus
- Attention to Detail
- Learning Orientation
- Planning and Organization
- Problem Solving
- Teamwork
Responsibilities
- Provide exceptional customer experience by answering initial customer telephone calls from the technical support line and generates support tickets for the technical support staff maintaining work-flow in the ticketing database.
- Resolve basic technical support requests from internal and external customers regarding Ziegler equipment.
- Research, evaluate, and solve more complicated issues through training from senior staff and utilization of resources.
- Assist the technical support team with various administrative duties related to training and support activities.
- Perform administrative duties related to training curriculum and technical content, including team hot topics.
- Develop product knowledge and resources on current and emerging products.
- Assist with administrative duties related to new product introduction and integration into Ziegler’s product portfolio.
- Assist with Parts, Rental and Services related customer calls, documenting and forwarding information to the correct person(s) or groups in accordance with escalation standards.
- Report product problem management issues to senior technical support staff.
- Communicate with senior support staff on product problems, product updates, and safety issues.
- Generate reports on various technical support department metrics and monetary information.
- Generate awareness of customer frustrations that could lead to escalated resolution needs such as good will requests.
- Assist with warranty claims and provide information to assist them in filing claims.
Benefits
- Health, Dental, Vision and Life Insurance
- 15 days of PTO your first year, accrual starts day 1
- 9 paid holidays
- 401(k) plan with company contribution and match
- HSA (Health Savings Account), Ziegler contributes up to $1000 tax-free each year
- Short-Term and Long-Term Disability Insurance
- FSA & EAP
- Paid Parental Leave & Funeral Leave
- Fitness membership discount
- Education Assistance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
