What are the responsibilities and job description for the Technical Support Specialist - Junior/Intermediate Level position at customise talent partners?

If you have a background in technical support along with customer services, then this is a role you will love as the technology is outstanding!

Be involved in market-leading Air Quality manufacturing & distribution
You must be located within New York, New Jersey or Detroit (East Coast) to manage the onsite requirements
Support clients from all over the world ensuring exceptional service
Work from home opportunity
The salary band listed is for a Junior to Intermediate experience level

Aeroqual is a fast-growing environmental technology company, disrupting the global air monitoring industry with a new breed of sensor-based instruments manufactured in Auckland New Zealand, and are sold in over 50 different countries.

We are looking for a customer support dynamo with a technical bent, who breaks out in a rash when customer tickets go unsolved for more than a few days. Aeroqual customers inhabit every time zone on earth, so you'll occasionally need to adjust your work week to help cover a weekend or holiday (don't worry! they strongly support flexible working so you can take care of the important things in your life). When Aeroqual customers have questions, they contact Support and the team helps them as quickly and effectively as possible.

Technical support handles a wide variety of inquiries including questions about sensors, software, electronics, and how the products can be applied. The Support team also works closely with the engineering team to track down bugs and improve the documentation. Like your Support teammates, you will have strong technical capabilities, excellent writing skills, great grammar, a charming written personality, and the ability to explain complicated things simply.

Some Key Responsibilities :

Provide high level customer service and support to different tiers of customers.

Drive customer technical support and trouble-shooting issues through to conclusion by working with the appropriate people / teams within Aeroqual and keeping the customer informed throughout.

Answer customer support tickets and ensures agreed service levels are met.

Hand off service RMA jobs to the Service Technician.

Ensure service, warranty, and repair information is captured and searchable in our ticketing and quality management system.

Submit warranty claims for approval.

Stay alert to issues that may be recurring and elevates them through the agreed procedures.

Explain the background to customer issues to the engineering team, and help to pull together data when required.

Recommend appropriate fixes from a customer viewpoint and the best way that these should be rolled out to affected users.

Some field work (including installation, maintenance, or training / trade shows) may be required.

Identify, develop, and propose initiatives which will increase efficiency and effectiveness in post-sales support of customer accounts across the business.

Experience, Education and Qualifications you will need :

Minimum 2 years experience in a dedicated customer technical support role ideally combining hardware and software.

A technical degree or experience dealing with technical products.

You may have worked in a customer support / service role or a technical sales role.

Experience or knowledge of sensors, IoT systems would be beneficial

Knowledge of customer support systems and how to get the best out of them e.g. Zendesk, Desk, Freshdesk, etc

A drive for optimizing processes, and the ability to get others to buy-in

Excellent written and verbal communication in English

An ability to relate to people from different cultures

A consultative and approachable style : keen to impart expertise but not lecture

A high work rate, the sort of person who doesn’t log out until the "A" list is done

The flexibility to support customers and staff outside of normal business hours.

Must be able to travel without restrictions.

At school you may have studied :

A tertiary degree in a technical discipline (e.g. IT, chemistry, engineering, physics)

Languages other than English beneficial

The above is only a snapshot of what this fantastic role will cover! Please address your covering letter and resume to Melanie Hoffman at CTP / Aeroqual and I will be in touch as we progress through to the next stage. Please allow 5 days for our team to collate, review and respond to all applications.

Contact : Melanie Hoffman

Customise Talent Partners and Aeroqual NZ

Partner - Senior Sourcing Specialist

www.ctp.co.nz

All support functions will occur remotely, WFH.

Onsite visits for instillations are a key function of the role

Initial Training in New Zealand may be required

Annual Salary Bracket $70,000 USD

Salary : $70,000

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Technical Support Specialist - Junior/Intermediate Level

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