As a Customer Support Technician with FLAVORx, you will play a key role in assisting customers and field technicians with resolving technical issues with their equipment. While working closely with our Customer Experience Team, this role will become an expert in technical related issues and handle all escalated calls that come through our Call Center.

Essential functions:

· Oversee escalated service calls, chat sessions and emails from customers to diagnose technical issues, find resolutions and take action to correct the issue.

· Owns the resolution of an issue through completion to the satisfaction of our customers

· Demonstrate empathy and helpfulness with frustrated customers

· Troubleshooting of dispensers and Reverse Osmosis (RO) Systems

· Cross reference customer’s data between internal systems

· Accurately record and document all customer interactions in the Customer Relationship Management (CRM) system

· Identify the need and make suggestions for new departmental tools and resources

· Help Customer Experience Director build new training materials for Customer Experience Team to assist in low level technical issues.

· Conduct technical training sessions as needed with front-line phone staff to facilitate faster resolution of water purification system problems.

· Report inaccuracies within the Customer Relationship Management system (CRM) and/or external or internal materials

· Ability to travel on some occasions for field training and face-to-face customer interactions

· Handle misc. tasks as assigned

Job Requirements:

• Customer service skills and phone etiquette a must
• Excellent technical expertise in hardware troubleshooting
• Work with repair team, Quality Assurance team and field service team as necessary to acquire and maintain expertise on all Fillmaster water purification and dispensing equipment.
• Proficient in software skills
• Experience with water filtration systems a plus

· Possess problem solving and multi-tasking skills

Physical Requirements necessary with or without a *reasonable accommodation:

· Frequent use of computers and phones

· Long periods of sitting and standing

Work Conditions:

· Office environment

· One floor for all departments and offices

*Reasonable Accommodation is defined as a change or adjustment to a job or work environment that allows a qualified individual with a disability to satisfactorily perform the essential functions of a particular job and does not cause an undue hardship for the employer.

Below, you can find our extensive benefits package offered to all full-timeemployees.

90 % of paid benefits for employees include:

• Medical
• Dental
• Life Insurance
• Long Term Disability

**Additional cost when adding dependents

Supplemental benefits include:

• Vision
• Short Term Disability
• Pet Insurance

Other Benefits

• 401(k) Plan with employer match
• Starting with 4 ½ weeks of time off in first year of employment (inclusive of sick, vacation, personal, holidays)
• Maternity Leave
• Paternity Leave
• Annual Bonus Potential
• Annual Merit Increases

Our FLAVORx Benefit Package is always evolving and growing!

FLAVORx is an Equal Opportunity Employer

As an Equal Opportunity Employer (EOE), we do not discriminate based on race, color, national origin, ancestry, religion, sex, sexual stereotyping, sexual orientation, gender, gender identity, gender expression, age, marital status, genetic information, military or veteran status, pregnancy, or any other protected characteristic. Employment may be contingent upon receipt of an acceptable drug test, job-related motor vehicle report, as applicable and permissible by law. All qualified applicants who are authorized to work in the United States will receive consideration for employment