This position is accountable for providing prompt, professional and technical support to internal and external customers in response to a variety of technical and repair situations regarding special tools, shop equipment, and computerized diagnostic products and services.
Provide technical assistance to customers on purchased products
Provide troubleshooting assistance to customers via phone, email, and remote support tools
Escalate necessary issues to Senior Technical Support Specialists for direction or resolution
Gathers and maintains the technical knowledge necessary to provide customers with efficient/effective technical resolution actions
Ability to read and understand technical data detailed on blueprints, instructional manuals and other technical product data
Keep current of special programs and processes unique to call center and products
Promote atmosphere of positive attitude to our customers while exceeding their expectations for services provided
Maintain product information materials and organize for quick reference when needed
Understand all current and legacy products and attend all new product training
Works internally with outside sales force, product management and other departments to ensure customer satisfaction
Assists customer service staff with technical and/or complex customer service problems
Researches service part requirements versus tool replacement and make the appropriate decision
Opening, tracking, and closing trouble tickets within the ticketing and tracking systems; ensures problem ownership and promotes end-user satisfaction
Working hours: 7:00 AM - 7:00 PM
High School diploma or equivalent
Possess troubleshooting and problem solving skills
Excellent oral and written communication skills
Fluent in English; Preferred - Spanish and/or French languages ability
Required - direct customer support or call center experience
Preferred - Certification or Education in PC repair, Service, Support, e.g. MCSE, MCSA, A , Net , etc. Including OS configuration and troubleshooting for Microsoft Windows platforms.
Preferred - ASE certified in general vehicle service categories or demonstrated equivalent work experience
Please feel free to contact us with any questions. Qualified candidates would have a general knowledge of automobile functions and customer service experience.
Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.