Technical Support Representative

Do you want to be part of a fast-growing, dynamic, successful team that delivers transformational experience for our clients?

Who we are what we do?

Intertek Alchemy is the global leader of innovative Software as a Service (SaaS) solutions that help food companies engage their workforces to drive safety and productivity. Over three million food workers at 50,000 locations use Alchemy’s tailored training, coaching, and communications programs to safeguard our food supply, reduce workplace injuries and increase productivity. From farm to fork, Alchemy works with food growers, manufacturers, processors, packagers, and distributors of all sizes to build a culture of operational excellence. For more information, please visit www.alchemysystems.com.

The Austin American Statesman has named Alchemy one of Austin's Top Workplaces nine years in a row, and BuiltIn has named Alchemy one of the top digital companies in Austin for the past three years.

ABOUT THE ROLE:
This is an exciting opportunity for an ambitious and highly motivated Technical Support Representative to join our growing team in Austin, Texas and take the next step in their career. You will have a solid background within the technical or software industry and provide exceptional technical support and customer service to our clients.  You will partner with our Client Support team to investigate and resolve issues, as well as make our product better.  You will continue to improve your technical skills and expand your product knowledge as you provide timely, helpful, and satisfying support to our clients.  If you think you are up to the challenge, we’d love to hear from you.

KEY ACTIVITIES:

• As part of the Client Success team, the Technical Support Representative will play an integral role in the customer relationship through technical support of our SaaS, learning platform
• Provide technical support resolution via email, phone and screen sharing
• Build a relationship with the customer and proactively follow-up through issue resolution.
• Create, track, and resolve support tickets for clients.
• Communicate directly with customers verbally and written, utilizing active listening, and setting the tone for the interaction (empathy, positivity, patience) 
• Train customer on notable features and best use of products
• Support Associate Technical Support Engineers in both training and troubleshooting.
• Document details of conversations and interactions in a timely manner

REQUIREMENTS:

• 3 years experience in technical customer support in a SaaS environment
• You have the ability to learn and understand complex technical concepts
• You have a successful track record of meeting, exceeding goals, and balancing multiple high priority initiatives, in challenging environments
• You have an exemplary work ethic, a “get it done” attitude, and high personal accountability
• You can troubleshoot basic PC and tablet (iOS and Windows) issues
• You are proficient in MS Office and Windows-based applications
• You are comfortable with a role where most of your time is spent on the phone
• You have outstanding customer service skills, including strong written and communication skills
• High School Diploma; some college preferred.
• Bilingual language skills preferred

Why work at Intertek?

Intertek is a world leader in the $250 billion Quality Assurance market, with a proven, high-quality business model and a global network of customer-focused operations and highly engaged subject matter experts. At Intertek, we exercise our spirit of innovation, the passion of our people and our unmatched customer commitment to realize our purpose of making the world an ever better, safer, and more sustainable place for all. Learn more about Our History and What We Do.

What we have to offer:
When Working with Intertek, you can expect salary and benefit package competitively placed within the local market, including medical, dental, vision, life, disability, 401(k) with company match, tuition reimbursement and more.

Intertek is a drug-free workplace. As a condition of employment, all hires are required to pass a pre-employment drug test.

Intertek believes that Our People are our strongest tool for success. We are an Equal Opportunity Employer and do not discriminate against applicants due to veteran status or on the basis of disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, or gender identity.

For individuals with disabilities who would like to request an accommodation, or who need assistance applying, please email hr.eeo@intertek.com   or call 1-877-694-8543 (option #5) to speak with a member of the HR Department.

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