Parts and Technical Support Specialist

POSITION/TITLE: T1 - Parts and Technical Support Specialist

DEPARTMENT: Call Center

REPORTS TO: Parts and Technical Support Specialist Lead / Call Center Supervisor / Director of Sales Operations

JOB SUMMARY:

The T1 Support Specialist listens to customer inquiries or complaints about issues with their product, either new, recently installed, old, under warranty or out of warranty. T1 Support Specialist helps diagnose product problems based on the answers customers give to their questions. The T1 Support Specialist will help solve customer problems by offering advice as to how to correct the problem, how to hire an in-field service provider (or assist in hiring an in-field service provider) or satisfy their request for service by offering service parts to correct any deficiencies. All notes and touchpoints relating to service calls will be entered, saved, and then tracked in a customer service ticketing system currently Freshdesk.

The T1 Support Specialist will assist in training other customer service staff members on how to properly diagnose and correct product problems and where to find the answers using the company knowledge library. The T1 Support Specialist usually works in the main company office over the phone or internet but may be required to travel to user sites to solve problems. The technician will work along with other team members and assist as needed. The T1 Support Specialist needs to be comfortable communicating both over the phone, through email and in person when needed. Additional duties include regular follow up communication (written and by phone) with customers and maintaining a set number of average service tickets completed per day. Customer-specific needs will be sourcing repair parts for old BendPak products, trouble-shooting products to determine parts needed, technical support for assembly questions, and answering product capability or requirements inquires. Product training to include in the office, on-site, in the field, video, service manuals, etc. The Parts Specialist needs to be comfortable communicating both over the phone, through email and in-person when needed. Additional duties include regular follow up communication (written and by phone) with customers and maintaining an average order entry per day.

KEY TRAITS AND CHARACTERISTICS:

· Able to focus on the big picture while being passionate about every minute detail

· An excellent communicator and comfortable working with cross-functional teams

· A true Problem Solver – can think holistically and present scenarios to solve the problem at hand

· Comfortable operating in ambiguity. Apply process where it creates value, and design process where necessary

KEY DUTIES AND RESPONSIBILITIES:

· Communicate with customers and help explain how to perform recommended steps to solve their problems or answer their questions.

· Monitor customer situational requests and resolutions using the ticketing system.

· Requires exceptional data entry skills with abilities to process large amounts of information accurately and in a timely manner.

· Enter orders into the company CSD system.

· Problem solves by researching within the database, email exchanges, the internet, and appropriate personnel throughout the company.

· Diligently follow customer orders through to completion, ordering parts when necessary, working with appropriate parties to quickly resolve

shipping issues or fulfillment delays.

· Answer incoming calls in support of customers and sales teams.

· Create new processes to improve order processing efficiency.

· Communicate with customers, sales team, production, and shipping departments to expedite orders accurately.

· Possess the flexibility necessary to multi-task in a demanding, fast-paced environment.

· Review returns and charge-back claims and work with supervisor on new processes to prevent future chargebacks.

REQUIREMENTS AND TECHNICAL COMPETENCIES:

· 2 years’ experience in Customer Service, Order Processing, or related field

· Excellent knowledge of MS Office, MS Word, and Excel

· Must be able to accurately type between 45 and 60 WPM.

· Must be proficient in English written and communication skills

· Has working knowledge of ERP

· Has working knowledge of customer service ticketing systems

· Strong data entry skills

· Strong written and oral communication skills

· Professional demeanor

· Comfortable performing repetitive tasks

· Highly motivated and target-driven

· Excellent communication and understanding skills

· Prioritizing, time management and organizational skills

WORK ENVIRONMENT and PHYSICAL DEMANDS:

· This job operates in a professional office environment and typical of a call center operation.

· This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines and various computer programs.

· The Parts and Technical Support Specialist is routinely required to sit, stand, walk, climb stairs, touch, see, and hear; occasionally operate machinery and occasionally lift up to 45 pounds.

BendPak Inc. is an equal opportunity employer. Applicants are considered for employment without regard to race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth, and related medical conditions and any other characteristic or activity protected by federal, state or local law.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Customer service: 1 year (Required)
• Order Processing: 1 year (Required)
• Typing: 1 year (Required)

Work Location: In person

Salary : $17 - $20