Job Posting for Technical Customer Support Specialist at Moore & Associates
The Senior Technical Customer Service Representative is responsible for processing inbound service requests for Scientific and Commercial customers in a timely and accurate fashion. The role requires close coordination with engineering, manufacturing, sales and marketing, operation, and finance to support technical and service inquiries or complaints. Provide new and current customers with product information including pricing, delivery, inventory stocking, and/or back-order availability.
Job Duties:
Act as a point of contact for the customer, including the resolution of customer inquiries and complaints and keep the customer informed of issues affecting service
Log and resolve customer queries and complaints, ensuring departmental processes and procedures are adhered to
Update and maintain current customer information including sales contracts, inventory requirements, contract terms, and other pertinent account details within Salesforce cases and other supporting systems
Liaise with relevant departments for technical support and resolve issues while escalating quality and VOC concerns to relevant contacts
Participate in the Continuous Improvement Program, contributing to the development and implementation of improvement initiatives within the department and identify process improvements
Respond to customer inquiries received via email and phone in a professional and courteous manner
Plan and organize U.S. domestic and international shipments for service repairs
Create and review international documents for shipment (including customs clearance documentation)
Follow up with shipping and customers as appropriate, verify products ordered are shipped and received according to specifications
Provide new and current customers with product information including pricing and delivery
Identify, evaluate and recommend solutions for problem accounts
Prepare written responses to service quotes and proposals
Ensure new product information is communicated to appropriate personnel as required
Support, communicate, reinforce and defend the mission, values and culture of the organization
Excellent customer service and interpersonal skills
Excellent verbal and written communication skills and the ability to convey complex information and procedures to novice level users
Other Qualifications:
Associate’s degree or equivalent combination of education and experience
4 years in a sales or support role including cold calling and inside marketing and sales
Multi-tasking capability
Team player, strong interpersonal skills and verbal and written communication skills
Good analytical skills
Solid problem solving abilities
Excellent customer service skills
Proficiency in Microsoft Office products
Experience with Salesforce is a plus
Job Type: Full-time
Pay: $65,000.00 - $85,000.00 per year
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Monday to Friday
Ability to Relocate:
San Diego, CA 92127: Relocate before starting work (Required)
Work Location: In person
Salary.com Estimation for Technical Customer Support Specialist in San Diego, CA
$73,117 to $101,705
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