Job Description:
Are you ready to be part of something scent-sational? ScentAir is seeking a dynamic individual for the role of Technical Support and Services Specialist. This hybrid position combines the responsibilities of coordinating technical services and providing exceptional pre-sale support, ensuring seamless coordination and delivery of technical services to our valued customers. As a Technical Support and Services Specialist, you will play a pivotal role in analyzing installation planning, troubleshooting customer issues, and offering technical assistance worldwide.
Responsibilities:
• Coordinate and ensure timely scheduling of field technicians and subcontractors for client installations, service requests, and regular maintenance of systems across North America, Canada, and Latin America.
• Answer incoming calls to our Tech Support line with enthusiasm and attentiveness, analyzing, troubleshooting, and diagnosing customer issues promptly and effectively.
• Communicate installation schedule to customers, vendors, sales, and production to ensure timely delivery of product to be installed.
• Collaborate with customers and our sales team to determine the most suitable fragrance delivery equipment for specific customer applications, ensuring optimal satisfaction.
• Monitor service ticket status to ensure all service requests are performed in a timely fashion and initiate Tech Support Cases, ensuring efficient processing and resolution.
• Educate customers about the installation and maintenance process and create comprehensive work instructions for dispatched service technicians to follow when they are on-site at customer locations.
• Analyze and report service performance to the management team, along with customer feedback for continuous improvement.
• Advise management about the status of installations and any barriers to on-time installation and on-site service, while tracking and analyzing installation costs.
Qualifications:
• Bilingual proficiency in Spanish/English.
• Associates Degree required, Bachelor’s Degree preferred.
• Salesforce experience preferred.
• Strong computer systems proficiency, including Microsoft Word, Outlook, Access, PowerPoint, and Excel with experience in V lookups.
• Familiarity with Customer Relationship Management (CRM) software applications.
• Exceptional troubleshooting and diagnostic skills.
• Previous scheduling experience preferred but not required.
• Self-starter mentality with the ability to work well with changing priorities.
Benefits:
• Competitive pay.
• Comprehensive medical, dental, vision, and life insurance plans.
• Company-matched 401k.
• Fun, team-focused work environment.
• Generous paid time off policy with an expanded holiday schedule.
• Hybrid work schedule combining in-office and remote opportunities.
• Employee-driven community outreach program.
Experience the Scent-sational Difference! Join our team today and embark on an exciting journey of providing top-notch technical support and ensuring customer satisfaction at every turn!