What are the responsibilities and job description for the Technical Customer Support Specialist position at HydroPoint Data Systems?
The primary objectives of the Technical Support Specialist Level 1 are to develop and maintain a thorough and complete knowledge of all HydroPoint products (including, but not limited to WeatherTRAK, WaterCompass, and Baseline Product lines) in order to provide an exceptional level of support to HydroPoint customers, distributors, and specifiers. Ability to quickly identify a customer’s need, provide timely solutions, and communicate those solutions to the customer in order to maximize customer satisfaction.
- Handle all in-bound customer support interactions (phone calls, email, web requests)
- Appropriately escalate technical support issues within the technical support team, and provide any data or support in order to facilitate a quick resolution to the customer's issues
- Maintain ongoing follow up outreach and communication loop with customers to keep them informed of expected steps, timelines, status updates and problem resolutions
- Document case notes, troubleshooting details, action plans, and resolutions for all support interactions in the company CRM service case system (Salesforce)
- Use the company Return Authorization process to facilitate warranty product replacements
- Maintain clear and accurate records of all customer interactions
- Maintain a professional manner at all times
- Ability to communicate clearly and effectively with HydroPoint personnel, distribution and other channel partners, and customers
- Must be available to work a set day shift Monday-Friday (flexible schedule options are available)
- Other duties as assigned or directed by the company