Technical Support Rep I

Air Techniques Inc • Melville, NY

2d

About The Position

Technical support plays a key role in our company’s success by directly helping our customers. The Technical Support Representative is primarily responsible for providing Air Techniques product information and troubleshooting assistance to customers (dealers/distributors, sales representatives, and end-users) via phone and email.

Requirements

• Requires strong commitment to teambuilding, as well as skills in documentation and good verbal and written communication skills
• Professional attitude in following protocol and guidelines of the company
• Ability to work with different types of personalities in a professional, positive manner.
• Continue to improve product knowledge and customer service skills.
• Good oral and written communications skills.
• Excellent phone and customer service skills required.
• High School Diploma, Associate’s Degree or equivalent required.

Nice To Haves

• 2 years of call center experience or customer facing role preferred
• Dental industry or similar technical troubleshooting experience preferred
• Experience in using web-based services and/or e-Commerce tools (i.e. MS Outlook, MS Teams, Salesforce and ERP program for product information)

Responsibilities

• Provide world class phone support to end-users through calls from dealers, distributors and sales representatives.
• Conduct initial analysis and basic troubleshooting via telephone and email for customers in a timely fashion.
• Accurately document incoming call complaints into our CRM Salesforce
• Provide information regarding Air Techniques products to customers.
• Ability to handle high call volume and correspondence; multitask and escalate more complex inquiries to Technical Support Representative 2 as needed.
• Follow up on service inquiries to ensure customers receive effective solutions and are satisfied with the outcomes. Address and resolve any complaints or concerns.
• Maintain a professional phone demeanor and ensure customer satisfaction.
• Able to create and maintain required documentation to perform proper call diagnosis.
• Demonstrate competency in products and services as offered by Air Techniques.
• Continue to improve product knowledge and customer service skills.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED