Technical Support Specialist conducting sample analyses using LFD and ELISA test kits at Romer Labs. Engage with customers by providing training and addressing technical inquiries.
About the role
- Technical Support Analyst providing customer support for VitalEdge’s ERP solutions. Troubleshooting and resolving technical inquiries from customers primarily via phone and email.
Responsibilities
- Provides primary support to customers encountering problems using the VitalEdge’s products and solutions.
- Responds to customer product inquiries via telephone and in written internet-based email.
- Facilitates inquiries through systems in order to provide answers to common questions and problems.
- Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
- Documents customer information and recurring technical issues to support product quality programs and product development.
- Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
- Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
- Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
- Troubleshoots problems with malfunctioning software applications and recommends corrective action
- Directs and guides clients through resolution of technical issues
- Submits requests for product changes and other custom programming updates
- Practically applies knowledge of VitalEdge case resolution process, policies, and escalation methodology
- Attends training courses as required and stay abreast of evolving internal processes and industry developments
- Provides customer service and remote support services and applies problem solving skills
- Works in a team environment and assist team members on various issues
- Provides other ad hoc support and duties as assigned
Requirements
- 2-4 years of tech support experience with client contact
- Associates/Bachelors strongly preferred
- Proficient PC skills, specifically in Windows and IOS environments
- Knowledge and familiarity with mobile devices (Smartphones/iPads)
- Ability to document, track and monitor a problem/issue to a timely resolution
- Problem solving ability
- Strong negotiation skills; strong verbal and written communication skills along with prioritization of duties
- Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, and Mobile devices (Smartphones/iPads)
- Experience using a ticketing System such as Clarify, Remedy, Footprints or Dynamics
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