Technical Support

Summary/Objective

The Technical Support person provides effective, in-depth technical customer service for all internal and external customers by using excellent, detailed knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Should possess a background in device or electronics technical support problem-solving.
• Highly skilled work in providing in-depth answers for product questions.
• Should display a proven track record of technical support or technician type work.
• Candidate should enjoy investigating problems and coming up with positive solutions.
• Responsible for answering phone calls, live chats, and e-mails coming into the Cardinal Scale technical support department.
• Assist dealers and end-user customers in trouble-shooting complex mechanical and electrical products.
• Instruct customers and dealers through complicated software scenarios and fixes.
• Assist dealers and end-user customers in the field to modify and repair products.
• Help provide technical support for loading and operating software, including system flash upgrades.
• Issue Return Authorizations for discrepant or defective equipment
• Must display customer centric skills, knowledge and experience in serving the needs of customers.
• Update job knowledge by studying blueprints, reading manuals, parts diagrams, and participating in educational opportunities.
• Provide technical explanations and features to customers about replacement parts and product usage
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
  
  

Competencies

• Technical Capacity: Position entails products with sophisticated electrical and mechanical components
• Communication Proficiency: Extraordinary verbal and written communication abilities
• Teamwork: Ability to communicate across various internal departments and package information for the customer
• Detail Oriented: Highly detailed data entry skills requiring meticulous levels of detail
  
  

Required Education And Experience

• Bachelor or Associate degree in Service Repair, Engineering, or Technology
• Experience with phone support, electronics, mechanical or technology fields
• Two years of experience in technical support via, phone, email or in person