Please direct your responses to: Careers@alterg.com
Summary;
Become a team member in a technical support center with the goal of upholding customer satisfaction levels when it comes to listening, analyzing, troubleshooting and ultimately resolving issues related to AlterG products. To be successful, you must have an exceptional customer service attitude and a driving sense of responsibility. You interpret issues coming from the customer while effectively communicating and executing solutions but walking the customer through troubleshooting steps (software and hardware) to resolve the issue. You possess a team-first mentality by taking the initiative towards adding value to the department.
Primary Responsibilities:
- Effectively manage, dispatch, and schedule 3rd party technician/vendors to resolve customer issues
- Manage trouble tickets by ensuring the team meets the department's goal of time-to-resolution.
- Perform case failure analysis and feed information to depot/engineering teams for quality/process improvements.
- Receive calls and initiate trouble ticket through ERP/CRM programs.
- Travel to customer sites when needed to resolve extensive issues that require in-depth knowledge on products.
- Act as liaison to the company when visiting customer sites to maintain relationships.
- Assist in training classes for additional 3rd party partners.
Experience/Qualifications:
- Ability to occasionally lift at least 50 pounds
- Read and navigate basic electrical/mechanical schematics/diagrams
- Experience in troubleshooting down to the component level
- Experience with ERP/CRM programs such as NetSuite or Sales Force preferred
- Possess clear and effective communication skills
- Proficient with utilizing multi-meters to check for basic power and continuity readings
- Understanding of how to take a methodical approach when it comes to problem solving
- Working knowledge of Microsoft programs such as Word, Excel, and PowerPoint
- High school diploma or equivalent. Some college preferred, Associates or Bachelor's degree would be a plus.
Travel Requirement: Availability to travel up to 15% of the time when needed
To apply for this position, email your cover letter and resume to: careers@alterg.com.
Posted by: KIT List Jobs <jobposting2@kitlist.org>
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