What are the responsibilities and job description for the Technical Support WinVRS position at Cardinal Scale Manufacturing Co?
Summary/Objective
The technical support person is responsible for providing 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.
- 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.
- Address complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
Competencies
- Customer Focused
- Time Management
- Technical Capacity
- Communication Proficiency
- Organizational Skills
- Detail Oriented
Required Education and Experience
Associate degree in Business, Technology, Engineering, or Electronics or equivalent experience in related field.
Two years of experience in customer or technical support via, phone, email, and fax.
Preferred Education and Experience
Bachelor’s degree is preferred, with three years of working experience.
Relevant certifications are a plus.
