Technical Support Analyst

melville, New York

Our client is seeking a Technical Support Analyst to join their team in Melville, NY

Responsibilities:

  • Provides second level technical support by end-users through calls from dealers, distributors and sales representatives. Phone support may include troubleshooting, diagnosis and repair of equipment such as utility and digital imaging products.
  • Will focus on Utility or Digital products as assigned by the Technical Support Supervisor
  • Conduct analysis and troubleshooting via telephone, email and remote control for customer accounts in a timely fashion to identify causes of problems and provide solutions to customers.
  • Ability to handle high call volume and correspondence; multitask and escalate to Tier 3 as needed.
  • Follow up on open service inquiries to ensure that customers received solution and are satisfied with solution.Respond to and resolve complaints and concerns.
  • Familiar with standard concepts, policies, practices, and procedures within Air Technique’s organization. Relies on experience and judgment to plan and accomplish goals.
  • Determine the requirement for parts to be replaced, provide return authorizations and communicate shipping requirements and arrangements to customers as required.Prepare required internal documentation to facilitate the return of customer units for repair or credit.
  • Develop technical Q&A for solutions related to Air Techniques products.
  • Proper case entry documentation into our ESS as it pertains to incoming call complaints.
  • Perform on-site field service and help with convention and meetings when needed.
  • Assist other departments when the need arises.
  • Continue to improve product knowledge and customer service skills.

Skills:

  • 5+ years call center experience in a technical support role
  • Dental or similar technical troubleshooting experience preferred
  • Mechanical and electrical aptitude desired.
  • Imaging/PC experience required.
  • Network Knowledge preferred
  • Good oral and written communications skills
  • Excellent phone and customer service skills required.
  • AS Degree, Technical School-Engineering degree or equivalent level of business experience.

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