What are the responsibilities and job description for the Technical Support Rep I position at Air Techniques Inc?
About Air Techniques, Inc.
Founded in 1962, Air Techniques, Inc. set out to manufacture first-rate products for the dental industry. Over 62 years later, Air Techniques has grown from a small company into a successful corporation. At our New York headquarters, we design and build two main groups of products: utility room and digital imaging products. Our products are manufactured in a vertically integrated factory where compliance with the Food and Drug Administration Good Manufacturing Practices is paired with stringent Quality Standards. In-house engineering staff designs our products for the dental market. We are proud to maintain the ISO-13485 registration certification which reinforces our pledge to quality and customer satisfaction. At Air Techniques, we have earned our reputation in the dental industry through our commitment to quality and ensuring customer satisfaction. We are proud that Air Techniques represents superior quality to dealers and dentists worldwide.
Essential Functions and Responsibilities:
- Provide world class phone support to end-users through calls from dealers, distributors and sales representatives.
- Conduct initial analysis and troubleshooting via telephone, email and remote control for customer accounts in a timely fashion.
- Follow up on open service inquiries to ensure that customers received solution and are satisfied with solution. Respond to and resolve complaints and concerns.
- Maintain a professional phone demeanor and ensure customer satisfaction.
- Ability to handle high call volume and correspondence; multitask and escalate more complex inquiries to Tier 2 as needed.
- Able to create and maintain required documentation to perform proper call diagnosis.
- Proper case entry documentation into our ESS as it pertains to incoming call complaints.
- Demonstrate competency in products and services as offered by Air Techniques.
- Assist other departments when the need arises.
- Continue to improve product knowledge and customer service skills.
Work Experience Requirements:
- 2 years prior call center environment experience
- Dental industry or similar technical troubleshooting experience a plus.
Core Skills Requirements:
- Requires strong commitment to teambuilding, as well as skills in documentation and good verbal and written communication skills
- Working knowledge of mechanical and electrical systems.
- Imaging/PC experience required.
- IT Help Desk experience a plus
- Network Knowledge preferred
- Excellent phone and customer service skills required.
Education Requirements:
- High School Diploma or equivalent, Technical School-Engineering certificate or equivalent business experience.
It is the policy of Air Techniques to provide equal employment opportunities to all qualified applicants without discrimination on the basis of race, creed, color, religion, national origin or ancestry, gender, citizenship, age, disability, marital status, veteran status, sexual preference, or any other characteristic protected by applicable federal, state, or local laws.