Technical Support Specialist
About The Position
The Technical Support Specialist assists customers remotely with the installation and troubleshooting of S&C’s products. This position is for an individual with a customer service background and strong analytical skills, preferably someone with knowledge of S&C equipment and the ability to provide the first level of troubleshooting for customers. It requires effective communication skills: over the phone, email and through Salesforce. The Technical Support Specialist will collect required information from customers and document in Salesforce along with assisting customers with initial troubleshooting. If needed the Technical Support Specialist will escalate to the Technical Support Engineering Team.
Requirements
- Experience with electrical power systems, switchgear, distribution equipment, or utility products.
- 3+ years of experience providing remote technical support
- Possess strong communication skills, both written and verbal
- Ability to perform trouble shooting and product support after hours and weekends
- Good communication skills, written and spoken, to clearly present ideas in a variety of forums.
- Good interpersonal and presentation skills to work with team members at all levels across the organization.
- Good problem-solving skills.
- Capable of embracing diversity and equity to ensure they contribute to a respectful and inclusive workplace.
- Associate’s degree in technology or equivalent experience
Nice To Haves
- Expertise using SalesForce to create new cases and create reports
- Proficient using Oracle to reference sales information and parts availability and stocking levels
Responsibilities
- Provide remote technical support for Field Service Engineers and Technicians
- Maintain Case Close Out Rate of 70%+
- Efficient with KPI Reporting, Running the Business (RTB) and other reporting service done by Technical Assistance Center
- Troubleshoot S&C equipment over the phone and via email with customers while documenting in Salesforce
- Fulfill requests for S&C documentation, access to software files and new S&C portal accounts
- Process RMAs
- Provide product specific training within the team and share technical expertise in meetings
- Understand and comply with all applicable company policies and rules
- Maintain regular and punctual attendance.
- Attend in-person or virtual meetings as requested or required.
- Communicate effectively and respectfully with others.
- Other responsibilities as assigned.
Benefits
- Medical & Prescription
- Dental
- Vision
- Health Care and Dependent Care Flexible Spending Accounts
- Health Savings Account (HSA)
- Group Life Insurance
- optional Supplemental Life and AD&D Insurance
- Wellbeing Resources including Employee Assistance Program and Family Forming Benefits (i.e., Adoption and Fertility support)
- Vacation Time
- Sick Time
- Paid Holidays and Company Shutdown days
- Short-Term Disability
- Long-Term Disability
- Other Leaves
- Paid Parental Time
- Military Leave
- 401(k) Retirement Savings and Employee Stock Ownership Plan (KSOP) offering traditional and Roth 401(k) options and an Employee Stock Ownership Plan (ESOP) component; KSOP participants can receive annual ESOP company contributions of over 11% of eligible earnings (3% Core, up to 3.5% Match, Variable Periodic).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
