customer support.

 Job Title: Support Services Representative  Department: Professional Services  REPORTING RELATIONSHIPS  Position Reports To: Manager, Customer Service & Contact Center  Department/Positions Supervised: NA  Position Overview/Purpose:  The Support Services Specialist is responsible for providing high level of customer support and  troubleshooting assistance for all Sensitech products, services and solutions. This position provides  effective diagnostic evaluation of end-user customer needs and in all cases uses good judgment and  timeliness in responding to and resolving each issue, request or complaint to the customers’  satisfaction. Resolution includes but is not limited to the following: Identify, research, and resolves  technical problems, timely response to telephone calls, email, tickets and personnel requests for  technical support. The position also required accurate documentation and tracking, and monitoring  the problem to ensure a timely resolution. Support and demonstration of the Sensitech’s Support  organization’s values and expectations for customer support and satisfaction are fundamental for this  position.     ESSENTIAL FUNCTIONS AND BASIC DUTIES   Assists customers by providing support and troubleshooting of all Sensitech product, services  and solutions   Research, respond and resolving various customer inquiries received via telephone, e-mail,  voice-mail and ticketing system in a timely manner   Learn basic knowledge of company products, their technical requirements and modes/methods  of operation – as per the product matrix.   Communicate with end user at their level of expertise to solve problems via ticketing system,  telephone, remote pc applications and/or e-mail   Maintain a high standard of customer satisfaction while following Sensitech policies,  procedures, and warranties   Manage coordination of Technical Service Case Management processes using global ERP  system   Review existing procedures (Work Instructions) to ensure compliance with current practice and  Sensitech's Quality System   Collaborate with global support team members to ensure that customer issues are resolved  appropriately. Provide necessary guidance and recommendations to the internal customers to  avoid technical issues   Log and track support calls in the designated ERP and ticketing system(s), prioritize and  escalate jobs as required to ensure customer satisfaction   Brief customers on the status of current resolution efforts and attend daily/weekly meetings as  requested or required      Access software updates, drivers, knowledge bases, and FAQ’s resources on the  Intranet/Ticketing system to assist with end users issues.   Attend regular product training offered by the Technical Service Specialist to effectively  support products, services and solutions as directed by our business needs.   Complete special projects assigned by the Global Support Team.   Order Support  o Purchase Order/Contract review; order qualification; post sales follow up; customer and  program engagement; coordination with Sales, Program Management, other Support  Services teams and Supply Chain  o Field inbound communication regarding customer inquiries and orders  o Collaborate with Supply Chain/Inventory, Programming, Shipping, and Finance  departments to ensure on time deliveries and consistent customer communication      Other tasks as assigned.     ESSENTIAL KNOWLEDGE & SKILLS:   Associates Degree in related discipline and minimum 3 years customer service experience.   Sensitech Inc. is a 24x7 service provider. Individual must have the ability to work holidays and  a flexible schedule.   Be organized with a strong sense of urgency.   Adhere to established guidelines and procedures.   Demonstrate high standards of quality and accuracy.   Experience in technical troubleshooting and problem-solving   Customer service experience in a technical support position   Extensive computer experience with Windows-based systems and software   Knowledge and/or use of Internet Protocols   Excellent interpersonal and communication skills and the ability to work effectively with a wide  range of individuals in a diverse environment     ...