Technical Support and Scheduling Specialist
Technical Support and Scheduling Specialist
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Job Description
Job Description:
Are you ready to be part of something Scent-sational ScentAir seeks a dynamic individual for the role of Technical Support and Services Specialist. This hybrid role combines coordinating technical services with pre-sale support to ensure seamless delivery to our customers. Youll analyze installation plans troubleshoot issues and provide scheduling and technical assistance.
- Recurring dispatch and service scheduling / Multitasking capability is a must
Requirements:
Strong computer systems proficiency including Microsoft Word Outlook AccessPowerPoint and strong Excel skills with experience in V lookups.
Must have previous experience using Client Relationship Management (CRM) software applications primarily Salesforce.
Exceptional troubleshooting and diagnostic skills.
Previous scheduling experience preferred but not required.
Self-starter mentality with the ability to work well with changing priorities.
- Bilingual proficiency in Spanish/English is a plus.
Responsibilities:
Coordinate and ensure timely scheduling of field technicians and subcontractorsfor client installations service requests and regular maintenance of systemsacross North America Canada and Latin America.
Answer incoming calls to our Tech Support line with enthusiasm andattentiveness analyzing troubleshooting and diagnosing customer issuespromptly and effectively.
Communicate installation schedule to customers vendors sales and productionto ensure timely delivery of product to be installed.
Collaborate with customers and our sales team to determine the most suitablefragrance delivery equipment for specific customer applications ensuring optimalsatisfaction.
Monitor service ticket status to ensure all service requests are performed promptly and initiate Tech Support Cases ensuring efficient processing andresolution.
Educate customers about the installation and maintenance process and createcomprehensive work instructions for dispatched service technicians to followwhen they are on-site at customer locations.
Analyze and report service performance to the management team along withcustomer feedback for continuous improvement.
Advise management about the status of installations and any barriers to on-timeinstallation and on-site service while tracking and analyzing installation costs.
Benefits:
Comprehensive medical dental vision and life insurance plans.
Company-matched 401k.
Fun team-focused work environment.
Generous paid time off policy with an expanded holiday schedule.
Hybrid work schedule combining in-office and remote opportunities. (In-office 3 days per week)
Employee-driven community outreach program.
Experience the Scent-sational Difference! Join our team today and embark on anexciting journey of providing top-notch technical support and ensuring customersatisfaction at every turn!
Required Experience:
Manager
Employment Type
Full-Time
