Technical Support Representative - Remote in Eastern or Central Time Zone

Veralto Global•New York, NY

2d•$55,000 - $60,000•Remote

About The Position

Imagine yourself… Growing your expertise and expanding your skillset with every project. Owning your ambition and fueling your career growth. Joining a colorful company with a proven track record of success and an exciting future ahead. It’s all possible with a role at X-Rite Pantone, the global leaders in color science and technology. X-Rite Pantone, a Veralto company, provides complete end-to-end color management solutions for clients in every industry where color matters. At X-Rite Pantone, you’ll deftly blend the art and science of color to help customers inspire, select, measure, formulate, communicate and match color so that users get color right the first time, every time. And along the way, you’ll build a vibrant career through rich skill-building opportunities, on-the-job learning, and coaching and training that supports your continued development and growth. We are seeking a Technical Support Representative to be based remotely in the Eastern or Central Time Zone. This job is a unique opportunity to: Perform duties while meeting established team & individual goals (including but not limited to): Response time – average time to respond to a customer inquiry Resolution time – average time to resolve a customer issue 1st time resolution rate - % of customer contact resolved during the first contact Lead generation – identify sales opportunities for customer to upgrade

Requirements

High School diploma with a minimum of 3 years of technical customer service experience; Associate's or Bachelor's degree preferred
Ability to learn and understand technical product and software applications.
Proven interpersonal, verbal and written communication skills, and organizational skills for frequent internal and external customer contact. Fluency in a foreign language is a plus.
Must be proficient with computers, use of PC, data entry, and word processing. Experience with call center phones is a plus.
Must have ability to work effectively in a team environment.

Nice To Haves

Fluency in a foreign language
Experience with call center phones

Responsibilities

Provide quality verbal and written external communication within forms and via email with X-Rite’s customers, dealers, authorized service centers, and subsidiaries.
Internal communication will include working with the sales force, Credit, Materials, Shipping, Engineering, and IT departments to provide reliable and timely service to X-Rite’s customers.
Manage customer relationship with regard to calibration, operation, and troubleshooting of the instruments and software, via specified programs.
Use specified computer applications to interpret, verify, enter, maintain, and follow orders through the system, to ensure accurate and expeditious processing.
Raise issues to management when they can’t be easily resolved using standard procedures.
Promote teamwork and positive interaction within and between teams and other departments.
Work directly with the 2nd level Support Team: Escalating customer issues to the 2nd level team when necessary
Provide feedback to the 2nd level team on new issues and potential new or updated Knowledge Base (FAQ) information
Attend training sessions with 2nd level team to gain additional product and industry knowledge

Benefits

Comprehensive benefits package (medical, dental, vision & more) eligible on day 1 of employment
Annual bonus as well as annual salary review
Permissive paid time off policy emphasizing flexibility and trust
14 paid Holidays!
Training and development opportunities
401K savings plan + company match
Tuition reimbursement
Paid Parental Leave
Veralto Wellbeing Program, with rewards
Employee Assistance Program (legal, financial, and counselling resources)