What are the responsibilities and job description for the Technical Support Specialist position at Mondo?
Overview:
We are seeking a motivated and customer-focused Technical Support Specialist to join our team. This role is ideal for individuals with experience in troubleshooting, hardware, and product support who are passionate about providing exceptional customer service. The position focuses on assisting customers with our equipment, ensuring optimal performance, and addressing any technical concerns through call, chat, and email channels.
Responsibilities:
- Provide first-line technical support to customers via phone, chat, and email, addressing hardware and product-related inquiries.
- Troubleshoot and resolve customer issues related to equipment functionality, usage, and maintenance.
- Collaborate with cross-functional teams to identify, escalate, and resolve complex technical issues.
- Document customer interactions, technical issues, and resolutions to enhance knowledge-sharing and process improvements.
- Guide customers on proper equipment usage, ensuring satisfaction and successful application of our products.
- Stay informed about product updates, technical specifications, and industry advancements to provide accurate support.
Qualifications:
- Education & Experience:
- 1–3 years of technical support experience with a bachelor’s degree, or 5–6 years of relevant experience without a degree.
- Previous experience in technical support roles involving troubleshooting hardware or product-related issues.
- Skills & Competencies:
- Strong problem-solving mindset with attention to detail.
- Excellent verbal and written communication skills, with a focus on delivering phenomenal customer service.
- Hands-on experience with instrumentation, electronics, or manufacturing equipment (e.g., water quality devices, medical instruments, neurological instrumentation).
- Ability to guide and educate customers on equipment functionality and usage.
- Additional Skills (Nice to Have):
- Proficiency in Spanish or another additional language.
- Background in computer programming or electrical equipment.
Key Attributes:
- Customer-centric mindset with a focus on providing efficient and empathetic support.
- Strong technical aptitude with a passion for solving challenges and troubleshooting equipment.
- Organized, proactive, and able to multitask in a fast-paced environment.
Salary : $55,000 - $70,000
