What are the responsibilities and job description for the Technical Customer Service Representative (Hybrid) position at LION Group?
Technical Customer Service Representative- Albany, NY
Lion is an award winning, high growth company that manufactures and sells innovative fire and safety training products to a global customer base. Lion is devoted to utilizing smart technology to develop life-saving products and has offices in nine countries.
The Role:
This position is for someone with prior experience in sales and/or customer service. Job specific training will be provided, however the ideal candidate will have excellent communication and organization skills. In this function you will be responsible for serving our customers by providing product information, resolving product issues, and communicating potential opportunities that arise to the sales team.
These products include digital fire training systems, smoke generators, propane fueled simulators, various electronic training tools, live-fire training systems, etc. We are looking for a candidate with a positive attitude and excellent customer service skills to support our customers with trouble shooting via phone.
What You'll Do:
- Provides technical support to resolve product performance problems.
- Promotes the sale of service contracts.
- Serves as a company liaison with customers on administrative and technical matters.
- Answer calls and respond to emails to effectively handle customer inquiries.
- Provide customers with product and service information.
- Instructs customers in the operation and maintenance of the system.
- Proactively communicate with the end-user and sales personnel regarding arrival times, repair time estimates and status of the repair.
- Performs other duties as assigned or required by the position.
- Previous selling & customer service experience
- Excellent listening, problem solving, and analytic skills
- Ensure that all customer problems are resolved in a timely and satisfactory manner
- Proficient in Microsoft Word, Excel & PowerPoint
- Salesforce experience preferred
- Oracle experience preferred
- Work well in a team environment
- High School diploma or equivalent
- Hearing and vision required to be within normal ranges with or without correction.
- Required to operate traditional office equipment including computers, copiers, fax machines and telephones.
- Regularly required to stand, walk, sit, and reach.
- Must be able to communicate effectively.
- Displays ambitious, positive attitude.
- Interpersonal skills to build relationships with all levels of the organization.
- Ability to manage multiple priorities, meet deadlines, work proactively and independently in a fast changing environment.
- Strong communication skills (verbal and written).
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
