The Customer Service Technical Support Specialist is an integral part of providing our customers with outstanding experience. Customer Service Technical Support Specialists can often take a bad situation and turn the customers' experience into a positive one.
This position will be performed onsite Monday through Friday at our Berlin, CT office.
What you will be doing- Provide technical information and support to both internal and external customers, end users & field sales.
- Responsible for answering product support calls, chats and emails for Secuitech products.
- Act as the liaison of product information from the field to the Profit Center Managers and production personnel.
- Responsible for providing feedback to sales and customer base as a result of problem solving.
- Perform root cause analysis of returned product and assist with corrective actions.
- Review Special Product Application Requests for accuracy and completeness.
- Review new and existing product literature & recommend changes to ensure accuracy.
- Support production with assembly, quality, application, and engineering issues.
- Provide training on the floor and perform quality checks.
What we are looking for- 3-5 years experience in a customer facing role.
- Strong analytic and logical problem-solving skills with a demonstrated attention to detail are required.
- Hands on Mechanical aptitude with Installation experience - basic electrical knowledge to troubleshoot desired.
- Requires strong listening and interpersonal skills with the ability to effectively work and communicate with internal and external customers.
- Excellent verbal and written communication skills.
- Proficient in Microsoft Outlook, Word, and Excel.
- Ability to manage projects and recognize improvements needed by customers.
- Will require the ability to tackle problems and take independent action, seek out answers, act on opportunities, and generate new ideas.
- Ability to work on complex assignments where considerable judgment and initiative are required in resolving problems and making recommendations with a customer focus.
- Limited travel for field troubleshooting, repairs and replacements.
- Ability to lift up to 50lbs on occasion.
- Bachelors or Associates Degree in a technical field preferred, but not required with relevant job experience.
What we Offer!The annual salary for this role is $80,000-$90,000. The final pay rate offered to the successful candidate will depend on experience, skill level, and other qualifications for the role. Benefits and additional compensation offered for this position are
- Paid time off, including sick and vacation days
- 14 paid holidays (may adjust slightly in future years based on how holiday shutdown schedule falls)
- Job-protected leave benefits in accordance with applicable law
- Medical, dental, vision, and life insurance
- Health and flexible savings accounts subject to eligibility requirements
- 401(k) plan with employer contributions and matching subject to plan eligibility
- Supplemental life insurance
- Short-term and long-term disability benefits
- Employee discounts
All benefits and additional compensation are governed by applicable Company policies and plans as they currently exist and may be amended in the future.
