What are the responsibilities and job description for the Technical Support Technician position at Bradford White Corporation?
Primary Function:
The Technical Support Technician is responsible for providing exceptional customer service and technical support for FloLogic products in a fast-paced environment.
Responsibilities:
- Respond to and process technical-based phone calls and emails from end users, installing contractors, service and repair mechanics, wholesale/selling distributors, and field Sales Representatives regarding technical questions and issues.
- Troubleshoot difficult and challenging technical issues for internal/external customers
- Review service cases and make determination of any site-related or component-related issues
- Support and assist in the processing of warranty claims and ensuring delivery of the appropriate service solution
- Answer homeowner phone calls/emails and assist in problem resolution
- Work closely with other departments (Shipping, Product, Warranty, Tech Support) to ensure customers’ needs are supported
- Provide internal and external sales support with regards to product cross references, sizing, etc.
- Diagnose and recondition returned products to align with quality standards ensuring optimal performance
Job Requirements:
- 2-3 years of Technical or Customer Support role required.
- High School Diploma or equivalent required
- Exceptional customer service and problem-solving skills required
- Ability to learn and implement new ideas, concepts, and programs to improve department efficiency
- Excellent written and verbal communication skills
- Able to work independently and collaboratively with a team
- Proficiency with Microsoft Outlook, Word, Excel & PowerPoint
- Ability to prioritize, and manage multiple projects/topics while delivering results required