Service Support Specialist
Service Support Specialist
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Job Description
The role of the Service Support Specialist is to provide support to customers and distributors who contact Fluke via phone email or other online channels. This position is on the front lines in resolving customer inquiries enter orders for services and parts provide status updates maintain customer files track order status and transfer appropriately when needed advising customers to the right place to get the help they need. Candidates to this role must poses great listening skills communicate effectively over the phone and in writing and be able to manage orders and service tickets keeping accurate pricing part numbers quantity and terms.
Responsibilities:
- Coordinates customer questions concerns issues and processes with appropriate internal resources.
- Basic identification of Fluke Brands and different Supporting Teams to transfer calls and cases appropriately.
- Manage a high volume of daily phone & email customer requests working in Five 9 Cloud phone and Microsoft Dynamics ticketing system.
- Provide verbal & written support to distributors & end users on contracts quotes & orders including price and turnaround time. Provide order status tracking information shipping policies product returns service requests and status. Recognize potential order problems & help navigate to solution.
- Process expedite and coordinate customer service orders by phone and email. Including processing RMAs (Return Material Authorization) from pricing request through assignment of RMA number. Provide updates on basic service repair and calibration quotations order status and tracking information.
- Appropriately prioritize and support customer under premium care plans and high priority tiers.
- Act as information source to customers on product and service issues including answering non-technical questions regarding products warranties & services.
- Prepare documentation and ensure compliance with regulations. Provide quality responses to delivery price service product inquires and requests for assigned accounts or countries. Significant cross training will be provided and used.
- Assisting customers in navigation of the Fluke External web Accessory store where to buy manuals online RMA tools and service support.
Skills and Qualifications:
- This is a critical customer contact position that requires soft skills in attitude patience perseverance tact and empathy.
- 2 years related customer service experience including call center quoting customer order status updates.
- Strong constitution and even positive temperament
- Ability to multi-task in a fast-paced environment
- Able to learn quickly
- Excellent verbal & written communication skills
- Customer facing background including phone support
- Strong attention to detail
- Ability to complete tasks with minimal supervision using established policies guidelines written & verbal procedures and instructions.
- Able to maintain punctual and consistent attendance.
- Able to sit in a workstation facing a computer for extended periods of time
- Good computer skills with focus on Word Excel Outlook CRM and ERP systems
- Prior experience as a user of ERP systems Oracle is a plus
- Prior experience as a user of Microsoft Dynamics CRM and ticketing systems is a plus.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
