Overview
The Technology Support Specialist is responsible for providing technical support to meet customer service requirements. This position will be responsible to guide customers, internal and external, through troubleshooting steps & diagnostic processes, which may include using diagnostic tools and software
Essential Functions
- Handle all facets of the customer’s tech support experience for their dedicated territory
- Be the subject matter expert for Technology Products
- Provide daily technical support services for technology products for both internal and external customers
- Identify, diagnose, troubleshoot, and solve customer problems, addressing concerns before escalating for product replacement
- Troubleshoot technical problems with hardware and software, such as connectivity, programming, resetting
- Educate customers on the features of company products/services to minimize technical challenges
- Respond to Tech Support Inquiries via phone, email, chat, video call, or in-person (if required)
- Document and track customer issues using ticketing system to ensure quick resolution
- Follow-up with customers to ensure their issues are completely resolved
- Assist/Train 3rd party tech requests
- Report Defects/Customer Complaints
- Track and report technical/quality related issues
- Meet with quality and product management to review solutions, current and past issues, and updated troubleshooting requirements
- Partner with the project managers to support their needs
- Pre/Post technical support and training coordination
- Day 1 on-call support for large or complex installations of technology
- Compile and report on all critical information for supervisor assigned tasks
- Additional customer service requests as needed and assigned by immediate supervisor
- Assist with support ticket overflow, primarily focused on area of expertise
- Assist all customers in a manner that will create an effortless experience
- Actively listen to customers to understand their issues or concern
- Adhere to Humanscale procedures and standard operating processes
- Identify policy gaps and escalate requests as needed
- Educate customers, internally and externally, on tech warranty policies
- Identify and escalate high priority issues to manager and appropriate teams
- Maintain comprehensive knowledge of all existing and new Humanscale products
- Understand how installations and warranty repairs are conducted for all Humanscale products, and how they relate to technology products
- Demonstrate a positive attitude with dealers, customers, sales, management, and other co-workers
- Be a catalyst for continuous improvement
- Prevent future issues from arising by assessing trending issues and partnering with sales reps, peers and manager to create or modify process to address at the root cause
- Proactively suggest solutions based on past resolutions and experience
Qualifications
- Minimum two years of sales, customer service and/or related technical experience
- Excellent verbal and written communication skills
- Able to explain highly technical details to customers using simple understandable terms
- Quick learner and problem solver; able to seek out solutions autonomously
- Able to decipher ambiguous situations and identify the proper path
- Strong organizational, time management, and prioritization skills
- Proven ability to partner with others to accomplish goals
- Technology product knowledge
- High school diploma or equivalent
COMPUTER SKILLS
- Proficiency in MS Office
- Knowledge of MS Windows & Mac OS environment
WHAT WE OFFER
- Competitive base
- Medical Benefits (Medical, Dental, Vision)
- HSA, FSA, Commuter Benefits
- Medical Discounts
- Ancillary Benefits
- Accident, Critical Illness, Hospital Insurance
- Voluntary, Spouse, and Child Life Insurance
- Pet Insurance
- Employee Discount Programs
- 401k matching
- Paid time off (including 15 PTO days and 10 holidays)
Company Overview
Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. We have a focus on sustainability with over 70% of our products currently certified as having a Net Positive impact on the environment. Our award-winning office products – seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 40 years.
Hourly Range: $21.29 - $31.05
Please note that the salary information is a general guideline. Humanscale considers other factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market location and business considerations when extending an offer.
Humanscale is an Equal Opportunity Employer (M/F/Disabled/Veteran)
