JOB DESCRIPTION

JOB TITLE: Technical Support Specialist – Appliance Industry

LOCATION: Min 3 days a week on site, Kearny, NJ. Two days remote.

EMPLOYMENT CLASSIFICATION: Full-time Regular Employee/Non-Exempt

Start Date: May 2024

SUPERVISOR: National Service Manager

JOB PURPOSE: As a Technical Support Specialist for our luxury appliance manufacturing company, you will play a crucial role in providing exceptional technical assistance to our customers and internal teams. You will utilize your expertise to troubleshoot appliance issues, provide solutions, and ensure customer satisfaction. Your dedication to quality service will contribute to maintaining our reputation as a trusted appliance brand.

PAY RANGE: $40 - $45 PER HOUR

ESSENTIAL JOB FUNCTIONS:

1.Respond promptly to customer inquiries via phone, email, or chat regarding appliance operation, troubleshooting, and maintenance.

2. Diagnose technical issues with appliances remotely, guiding customers through troubleshooting steps.

3. Escalate complex issues to senior technical support staff or engineering teams for resolution.

4. Document all customer interactions, including issues reported, solutions provided, and follow-up actions required.

5. Collaborate with cross-functional teams, including product development, quality assurance, and sales, to address recurring issues and improve product performance.

6. Stay updated on product specifications, features, and troubleshooting techniques through training and self-directed learning.

7. Assist in creating and updating technical support documentation, including FAQs, troubleshooting guides, and knowledge base articles.

8. Provide feedback to the product development team based on customer feedback and recurring issues identified.

9. Ensure compliance with company policies and procedures, including data privacy and security regulations.

10. Uphold the company's commitment to providing exceptional customer service and maintaining customer satisfaction metrics.

QUALIFICATIONS FOR TECHNICAL SUPPORT SPECIALIST:

1.Bachelor's degree in engineering, computer science, or a related field preferred or equivalent experience.

2. Proven experience in technical support or customer service, preferably in the appliance industry.

3. Strong technical aptitude and ability to quickly learn and understand complex appliance systems.

4. Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.

5. Problem-solving skills and attention to detail, with the ability to analyze and resolve technical issues efficiently.

6. Proficiency in using customer support software and tools, such as CRM systems and ticketing systems.

7. Ability to work independently and collaboratively in a fast-paced environment.

8. Empathy and patience when interacting with customers experiencing technical difficulties.

9. Commitment to continuous improvement and learning in a dynamic technical environment.

BENEFITS:

· 401(k) Matching

· Medical, Vision & Dental Insurance

· Paid Time Off

· FSA

· Paid Holidays

Job Type: Full-time

Pay: $40.00 - $45.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Compensation package:

• Hourly pay

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Kearny, NJ 07032: Relocate before starting work (Required)

Work Location: Hybrid remote in Kearny, NJ 07032