Technical Solutions Specialist

AquaPhoenix Scientific LLC • Hanover, PA

2d • Onsite

About The Position

AquaPhoenix Scientific, headquarters in Hanover, PA has an immediate opening for an energetic and customer-facing Technical Solutions Specialist (TSS) to join our growing SaaS team. The TSS serves as the initial point of contact to provide responsive technical and account assistance to customers utilizing our family of software and modem-based products and services used in the commercial water treatment industry.  This is an in-office position and is based in our Hanover, PA location.    Committed to delivering innovative solutions to our customers, the TSS plays a pivotal role in understanding client needs, proposing tailored technical solutions, and ensuring the successful implementation and adoption of our products and applications.  Must be able to comprehend and diagnose issues, seek and apply solutions, and maintain a passion for effective and positive customer communications.    The ideal candidate will have proven experience providing technical assistance in a B2B setting, ideally in a software or technical environment.  To ensure you have the best opportunities for success you will work in collaboration with technical and non-technical members of our SaaS team.  Above all, the TSS must have excellent communication and interpersonal skills coupled with the ability to analyze, detect, and resolve issues independently for end-users.

Requirements

• Applicants for the Technical Solutions Specialist position will frequently have a combined education and/or work experience that is a minimum of a high school diploma or equivalent and 2-5 years’ work experience in a B2B customer facing technical role.
• Excellent communication and interpersonal skills coupled with the ability to analyze, detect, and resolve issues independently for end-users.

Nice To Haves

• Advanced training, certification, or a degree in a related field is welcomed.
• Ability to learn, maintain, and apply a wide span of industry related knowledge and experience to independently investigate, analyze, and implement “best case” recommendations.
• Ability to actively listen with empathy and understanding with a willingness to bring resolve to the end user.
• Willingness to work together to build a solid customer focused SaaS team.

Responsibilities

• Serve as an initial point of contact for customers seeking technical support and troubleshooting issues related to hardware, software, and connectivity issues via phone, email, and Help Desk inquiries.
• Implore best practices and sound judgement with a goal to provide a “one-call” solution by assessing/identifying customer concerns in a logical, step-by-step manner.
• Exceed customer expectations by delivering timely responses, effective solutions, and follow through.
• Guide customers through troubleshooting processes and help navigate technical challenges effectively.
• Elevate complex technical issues to the next level for resolution as required.
• Coach and educate customers on product features, pending rollouts, and additional applications.
• Translate complex technical concepts/solutions into clear, value-driven instructions.
• Onboard new customers with software training and data conversions as required.
• Work closely with engineering, product development, and sales teams to drive prompt resolution to identifiable software and hardware customer concerns.
• Monitor all support related metrics including ticket backlog, average time to close, first response time, resolution time and ticket escalations.
• Remain flexible to answer customer concerns infrequently during non-standard business hours, during periods of high call volumes, product migrations, and software updates, as needed.

Benefits

• health
• dental
• vision
• 401(k)
• STD/LTD
• generous paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 51-100 employees