Customer Support Technical Specialist

During its 55-year history Goodway Technologies employs a highly motivated workforce that develops and markets revolutionary industrial maintenance solutions to companies in the commercial HVAC, manufacturing, power generation, and other industrial applications all over the world.

We are seeking a highly organized and technically adept individual to join our team as a Technical Customer Support Representative. In this role, you will be responsible for handling technical calls, providing troubleshooting assistance, managing Return Merchandise Authorizations (RMAs), and delivering exceptional customer service. The ideal candidate will possess strong organizational skills, phone experience, and mechanical-technical aptitude.

Responsibilities:

Technical Support:

• Handle incoming technical support calls from customers.
• Assist customers in troubleshooting issues related to our products.
• Provide clear and concise instructions to customers for issue resolution.

RMA Management:

• Process and manage Return Merchandise Authorizations (RMAs) efficiently.
• Work closely with customers to facilitate the return process and ensure customer satisfaction.

Mechanical Technical Aptitude:

• Possess a basic understanding of mechanical equipment functionality.
• Demonstrate the ability to learn and comprehend the operation of various industrial equipment.
• Any HVAC experience is a definite plus.

Customer Interaction:

• Maintain a professional and positive demeanor during customer interactions.
• Communicate effectively to ensure customer needs are met and issues are resolved promptly.

Organization:

• Maintain accurate records of customer interactions, technical issues, and resolutions.
• Utilize organizational skills to prioritize and manage workload effectively.
• Team Collaboration:
• Collaborate with other departments to gather information and resolve complex technical issues.
• Provide feedback to improve product documentation and enhance customer support processes.

Requirements:

• Previous experience in a phone-based customer support role.
• Strong organizational skills with attention to detail.
• Mechanical technical aptitude; willingness to learn and understand basic mechanical equipment.
• HVAC experience is a plus but not required.
• Excellent communication and interpersonal skills.
• Ability to work in an office environment in Stamford, CT.

Compensation: Competitive salary plus quarterly bonuses based on performance.

Benefits: Goodway Technologies offers excellent benefits to full-time eligible employees including paid holidays, paid time off, paid sick leave, health, dental and vision insurance, long-term disability, life insurance, and 401 K plan. Employees stay updated through company meetings, and we enjoy our vibrant culture through team building and social events held throughout the year.

If you're a smart, experienced, team-oriented individual with a background of customer/sales support in a manufacturing industry, who seeks a challenge in an entrepreneurial environment, then apply for our Technical Customer Support Representative position today and take advantage of this fantastic opportunity to work with a leader in the industry.

Goodway Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees