What are the responsibilities and job description for the Customer Support Technician position at Atosa USA, Inc.?
Description
Atosa USA, Inc is a major manufacturer of commercial kitchen equipment, including everything from refrigeration, cooking equipment, to robotic fryers and more. For 10 years we have made a name for ourselves within the industry as a company that leads in innovation, in quality, and great service. Our company has an unyielding commitment to the society in which we operate and offers gratifying careers to self-motivated and talented individuals that can help us grow and set new standards in our field. We are actively recruiting the best and brightest candidates to join our company, and as a young and fast-growing company, we are presently searching for a new member to join our team.
Job Description
As a Customer Support Technician in the Warranty Department at Atosa USA, you will play a critical role in providing technical support and excellent customer service to our valued customers. This position entails overseeing warranty claims, addressing technical challenges, and ensuring a seamless customer experience. We are seeking candidates with a robust technical background, exceptional communication skills, and a dedication to customer satisfaction.
Job Responsibilities:
- Provide comprehensive technical support to customers, encompassing troubleshooting, installation guidance, preventative maintenance instructions, and HVAC service and installation diagnostics.
- Thoroughly complete all necessary documentation for work requests, service reports, and related paperwork within prescribed timelines.
- Precisely document and record data received from customers and technicians in service reports, maintaining accuracy and comprehensiveness.
- Handle a significant volume of inbound calls from end users regarding warranty claims, delivering timely and helpful assistance.
- Address customer inquiries promptly and courteously, delivering accurate technical support pertaining to warranty claims and product issues.
- Assist customers in diagnosing equipment problems and guide them through potential solutions, including troubleshooting steps, part replacements, or service scheduling.
- Streamline the efficient processing of warranty claims, ensuring accurate recording and submission of all required documentation.
- Collaborate closely with various departments, including parts, sales, service dispatch, and technicians, to expedite the resolution of complex technical issues and customer concerns.
- Maintain meticulous records of customer interactions, technical solutions provided, and warranty claims for future reference.
- Educate customers on product knowledge and usage best practices to optimize the longevity and performance of their equipment.
- Identify patterns in warranty claims and customer feedback to inform product quality enhancements and elevate customer satisfaction.
- Assist in the creation and maintenance of technical support documentation, manuals, and FAQs for customer reference.
- Stay updated on Atosa's product portfolio, technical specifications, and warranty policies.
- Offer feedback to management regarding prevalent customer issues and potential process improvements.
Requirements
Qualifications:
- High school diploma or equivalent required; technical certifications or relevant coursework preferred.
- Proven experience in a technical support or customer service role, with a preference for experience within a warranty department or the foodservice equipment industry.
- Strong technical aptitude and proficiency in troubleshooting complex commercial kitchen equipment, including HVAC service and installation knowledge.
- Ability to interpret and review equipment diagrams and specifications.
- Proficiency in Microsoft Office (Outlook, Excel, Word, SharePoint, and PowerPoint) or equivalent Mac software.
- Exceptional interpersonal and communication skills, both written and verbal, with the ability to convey technical concepts to non-technical customers effectively.
- Exceptional problem-solving and conflict resolution capabilities.
- Strong organizational skills and keen attention to detail.
- Customer-focused mindset, dedicated to delivering outstanding service.
- Familiarity with dispatch software or equivalent FSM/CRM/ERP systems.
- Ability to work independently and collaboratively within a team-oriented environment.
- Adaptability to evolving customer demands and shifting priorities.
- Effective time management skills, enabling efficient multitasking, prioritization, and meeting deadlines in a fast-paced, technology-driven service environment.
*Please note that this job description is not exhaustive and may be subject to change based on the evolving needs of the organization.
