Technical Support Representative
Technical Support Representative
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Job Description
ScentAir crafts billions of lasting impressions for customers around the globe every year. Our cuttingedge scent delivery solutions are tailored for a diverse range of business environments including restaurants health care offices airports senior living facilities apartment and multiunit housing retail stores real estate (both commercial and residential) as well as health clubs and spas. The potential applications are truly limitless! We are the pioneers and innovators in the field and we are proud to be the global leader in Scent Marketing!
Our impressive roster of clients features industry giants such as Disney World Sea World IHG Aria Resort and Casino MGM Grand Marriott Brands Hilton Westin Resorts and Greystar Properties among many others.
The role of a Technical Support Representative at ScentAir is crucial in providing exceptional presale support equipment specification for new opportunities troubleshooting and diagnosing problems for our valued customers.
As a dedicated team member you will also offer technical assistance to field technicians and customers worldwide who utilize our innovative ScentAir environmental fragrance systems.
Here are the exciting responsibilities and duties you can expect in this role:
- Answer incoming calls to our Tech Support line with enthusiasm and attentiveness.
- Analyze troubleshoot and diagnose customer issues promptly and effectively through phone conversations or email interactions.
- Collaborate with customers and our sales team to determine the most suitable fragrance delivery equipment for specific customer applications ensuring optimal satisfaction.
- Provide support to subcontractor technicians and customer engineers during the servicing or troubleshooting of ScentAir equipment demonstrating your expertise and dedication.
- Initiate Tech Support Cases and assign them to the appropriate resource ensuring efficient processing and resolution.
- Monitor the progression of Tech Services Cases and proactively escalate when necessary to guarantee timely resolutions.
- Maintain excellent phone coverage at all times ensuring that our customers receive the support they need when they need it.
- Create comprehensive work instructions for our dispatched service technicians to follow when they are onsite at customer locations facilitating smooth operations and customer satisfaction.
- Collaborate with various departments such as Customer Care Production Shipping and others to expedite equipment shipments when required ensuring ontime delivery of repair parts.
- Exhibit strong interpersonal skills by effectively interacting with Field Technicians Sales Representatives and other internal departments as necessary to deliver outstanding service.
Qualifications and/or experience:
- An associate degree or equivalent years of experience in a related field.
- Exceptional troubleshooting and diagnostic skills particularly with small devices allowing you to efficiently address customer concerns.
- Previous experience in customer service highlighting your strong written and oral communication skills that will be essential in delivering exceptional support.
- A selfstarter mentality empowering you to adapt quickly to new products and processes ensuring a seamless customer experience.
- A quick learner who can swiftly grasp and apply new information and techniques.
- Basic troubleshooting skills that will enable you to effectively address customer issues.
- Strong technical skills; Microsoft Office online applications etc.
Experience the Scentsational Difference!
At ScentAir we reward your contributions with a competitive compensation plan and we offer comprehensive medical dental vision and life insurance plans along with a companymatched 401k. Enjoy a generous paid time off policy with an expanded holiday schedule and immerse yourself in a fun teamfocused work environment. Embrace the best of both worlds with our hybrid work schedule combining inoffice and remote opportunities. Plus make a meaningful impact through our employeedriven community outreach program.
Join our team today and embark on an exciting journey of providing topnotch technical support and ensuring customer satisfaction at every turn!
Required Experience:
Manager
Employment Type
Full-Time
