About the Role
The specialist will handle incoming customer inquiries related to technical aspects of products, diagnose issues, and guide users to effective solutions using established protocols and internal resources.
Responsibilities
- Respond to customer inquiries about technical product functionality
- Diagnose reported issues using structured troubleshooting methods
- Guide customers through resolution steps via phone and email
- Document support cases accurately in the internal system
- Escalate complex technical problems to engineering teams
- Maintain up-to-date knowledge of product specifications
- Follow support procedures to ensure consistent service quality
- Communicate technical details in clear, non-technical language
- Track resolution times and case status for reporting
- Collaborate with team members to share solutions
- Identify recurring issues and report patterns to management
- Assist in updating support documentation
- Verify product compatibility with customer setups
- Provide feedback on customer pain points
- Support quality assurance efforts by reporting defects
- Adhere to service level agreements for response times
- Participate in team meetings and training sessions
- Maintain confidentiality of customer information
- Use CRM software to manage customer interactions
- Ensure compliance with internal support policies
- Assist in onboarding new support team members
- Monitor customer satisfaction after case resolution
- Contribute to knowledge base improvements
- Stay current with firmware and software updates
- Support post-sales technical needs for end users
Compensation
Competitive hourly wage with benefits package
Work Arrangement
On-site position during standard business hours
Team
Part of a dedicated customer support team focused on resolving technical inquiries
About the Team
The Customer Support team is responsible for delivering timely and accurate technical assistance to ensure customer success. Members work closely with engineering, product development, and field teams to resolve issues and improve product usability.
Work Environment
This role operates in a climate-controlled office and lab setting. The position requires prolonged sitting, computer use, and regular interaction with internal teams and external customers.
Not available for this position
