Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. We have a focus on sustainability with over 70% of our products currently certified as having a Net Positive impact on the environment. Our award-winning office products – seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 40 years.
OverviewThe Technology Support Specialist is responsible for providing technical support to meet customer service requirements. This position will be responsible to guide customers, internal and external, through troubleshooting steps & diagnostic processes, which may include using diagnostic tools and software
Responsibilities Handle all facets of the customer’s tech support experience for their dedicated territoryBe the subject matter expert for Technology ProductsProvide daily technical support services for technology products for both internal and external customersIdentify, diagnose, troubleshoot, and solve customer problems, addressing concerns before escalating for product replacementTroubleshoot technical problems with hardware and software, such as connectivity, programming, resettingEducate customers on the features of company products/services to minimize technical challengesRespond to Tech Support Inquiries via phone, email, chat, video call, or in-person (if required)Document and track customer issues using ticketing system to ensure quick resolutionFollow-up with customers to ensure their issues are completely resolvedAssist/Train 3rd party tech requestsReport Defects/Customer ComplaintsTrack and report technical/quality related issuesMeet with quality and product management to review solutions, current and past issues, and updated troubleshooting requirementsPartner with the project managers to support their needsPre/Post technical support and training coordinationDay 1 on-call support for large or complex installations of technologyCompile and report on all critical information for supervisor assigned tasksAdditional customer service requests as needed and assigned by immediate supervisorAssist with support ticket overflow, primarily focused on area of expertiseAssist all customers in a manner that will create an effortless experienceActively listen to customers to understand their issues or concernAdhere to Humanscale procedures and standard operating processesIdentify policy gaps and escalate requests as neededEducate customers, internally and externally, on tech warranty policiesIdentify and escalate high priority issues to manager and appropriate teamsMaintain comprehensive knowledge of all existing and new Humanscale productsUnderstand how installations and warranty repairs are conducted for all Humanscale products, and how they relate to technology productsDemonstrate a positive attitude with dealers, customers, sales, management, and other co-workersBe a catalyst for continuous improvementPrevent future issues from arising by assessing trending issues and partnering with sales reps, peers and manager to create or modify process to address at the root causeProactively suggest solutions based on past resolutions and experience Qualifications Minimum two years of sales, customer service and/or related technical experienceExcellent verbal and written communication skillsAble to explain highly technical details to customers using simple understandable termsQuick learner and problem solver; able to seek out solutions autonomouslyAble to decipher ambiguous situations and identify the proper pathStrong organizational, time management, and prioritization skillsProven ability to partner with others to accomplish goalsTechnology product knowledgeHigh school diploma or equivalent
COMPUTER SKILLS
Proficiency in MS Office
WHAT WE OFFER
Competitive base Medical Benefits (Medical, Dental, Vision)HSA, FSA, Commuter BenefitsMedical DiscountsAncillary BenefitsAccident, Critical Illness, Hospital InsuranceVoluntary, Spouse, and Child Life InsurancePet InsuranceEmployee Discount Programs401k matchingPaid time off (including 15 PTO days and 10 holidays)Hourly Range: $21.29 - $31.05
Please note that the salary information is a general guideline. Humanscale considers other factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market location and business considerations when extending an offer.
Humanscale is an Equal Opportunity Employer (M/F/Disabled/Veteran)
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