Technical Support Specialist

Job Description Summary:

We are currently seeking a motivated bilingual (Spanish-English), customer-oriented Technical Support Specialist to fill an onsite, office-based support position. The primary objectives of the Technical Support Specialist 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. A successful Technical  Support Specialist will have the ability to quickly identify a customer’s need, provide timely solutions, and communicate those solutions to the customer to maximize customer satisfaction.

This is an onsite, office-based position in our Boise, Idaho location. This team operates out of our Baseline, Inc. office which is a subsidiary of HydroPoint Data Systems, Inc. 

Key Responsibilities:

• 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
• Technical Customer Support Specialists must be able 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

Required Skills & Experience:

• Spanish-English bilingual language skills
• A proven track record in a technical support, call center, and customer service position is required
• High School Diploma or equivalent
• Minimum of two years of technical customer support experience is strongly preferred
• Hardware and software technical troubleshooting background is highly desired
• Experience in irrigation principles and systems is preferred
• Experience with electrical and/or mechanical systems is preferred
• Experience with IoT, networks, and cellular communications is preferred
• Excellent written and verbal communication skills are required
• Proficient with Outlook, Microsoft Word, Microsoft Excel, and/or other basic computer-based communication tools
• Practical problem-solving, critical thinking, and troubleshooting skills
• Well-honed listening skills and ability to identify root cause problem statements
• An ability to diffuse high-pressure situations through effective communication and empathy
• A hunger to learn and the ability to flourish in a dynamic, high-growth entrepreneurial environment
• Self-starter with a hands-on approach to training and a desire for continued learning
• Positive attitude and ability to work well as part of a collaborative team
• Ability to quickly learn irrigation, electrical, and networking technology-related concepts and effectively apply the concepts to troubleshoot and help educate others
• Attention to detail and the ability to assess and prioritize multiple tasks efficiently

Desired Characteristics:

• High school or equivalent (Required)
• Call center: 2 years (Preferred)
• Software troubleshooting: 2 years (Preferred)
• Customer support experience 
• Technical support