Technical Support Representative

Yesterday

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Veralto

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Water Quality • Product Quality & Innovation

10,000+

Description

• Perform duties while meeting established team & individual goals (including but not limited to): Response time – average time to respond to a customer inquiry; Resolution time – average time to resolve a customer issue; 1st time resolution rate - % of customer contact resolved during the first contact; Lead generation – identify sales opportunities for customer to upgrade • Provide quality verbal and written external communication within forms and via email with X-Rite’s customers, dealers, authorized service centers, and subsidiaries • Internal communication will include working with the sales force, Credit, Materials, Shipping, Engineering, and IT departments to provide reliable and timely service to X-Rite’s customers • Manage customer relationship with regard to calibration, operation, and troubleshooting of the instruments and software, via specified programs • Use specified computer applications to interpret, verify, enter, maintain, and follow orders through the system, to ensure accurate and expeditious processing • Raise issues to management when they can’t be easily resolved using standard procedures • Promote teamwork and positive interaction within and between teams and other departments • Work directly with the 2nd level Support Team: Escalating customer issues to the 2nd level team when necessary • Provide feedback to the 2nd level team on new issues and potential new or updated Knowledge Base (FAQ) information • Attend training sessions with 2nd level team to gain additional product and industry knowledge

Requirements

• High School diploma with a minimum of 3 years of technical customer service experience; Associate's or Bachelor's degree preferred • Ability to learn and understand technical product and software applications • Proven interpersonal, verbal and written communication skills, and organizational skills for frequent internal and external customer contact • Fluency in a foreign language is a plus • Must be proficient with computers, use of PC, data entry, and word processing • Experience with call center phones is a plus • Must have ability to work effectively in a team environment

Benefits

• Comprehensive benefits package (medical, dental, vision & more) eligible on day 1 of employment • Annual bonus as well as annual salary review • Permissive paid time off policy emphasizing flexibility and trust • 14 paid Holidays! • Training and development opportunities • 401K savings plan + company match • Tuition reimbursement • Paid Parental Leave • Veralto Wellbeing Program, with rewards • Employee Assistance Program (legal, financial, and counselling resources)