Customer Service/Support Representative
Portsmouth, NH 03801
MUST HAVE HIGH SCHOOL DIPLOMA OR GED
MUST PASS 10 PANEL DRUG TEST AND BACKGROUND SCREENING
• Technical Support Representative I is an entry level position in the Temperature Control Technical Support Team. The primary focus of this position is to support and assist the senior Support Representatives to effectively process customer requests for basic technical support.
The Technical Support Representative I provides copies of operator manuals and other support documentation, identifies spare parts, provides parts quotations, facilitates product returns by generating Returned Material Authorizations (RSO) and creates Field Service requests (FSO) and completes dispatching of field service technicians.
Responsibilities will include:
o > Not right away –
o Returning customer calls, e-mails, web, or voice mail requests with basic product and parts information.
o Fields customer complaints and enters issues into the Salesforce.com.
o Assign cases to the senior team members as required.
o Reviewing open orders and expediting their fulfillment.
o Utilizing the system to provide price information for spare parts and prepare written quotations.
o Processing service orders for depot and field repairs, preparing decontamination and repair authorization forms, obtaining POs from customers for repairs and dispatching field service technicians.
o Processes requests for warranty replacement parts for both domestic and international customers.
o 1-3 years prior customer support experience.
o Ability to define problems, collect data, and establish facts.
o Good judgment and critical reasoning skills necessary
o Previous use of an ERP system with order entry and help desk application.
o Works well in a team environment with good communications skills
o Some technical aptitude is a plus
Non-Negotiable Hiring Criteria:
o 1-3 years of experience with regular use of MS Office applications including Word, Excel and Outlook to prep
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