Technical Support Representative - Kalamazoo, United States - RAYBEND C/O IPS Corporation

Description

About the Company:

IPS Corporation is a global, market-leading provider of solvent cements, adhesives, and specialized plumbing products.

Founded in 1954 in Los Angeles, CA, IPS began by producing clear cements for laminating acrylic sheet for aircraft canopies.

Today, IPS, with its three operating companies, has eight manufacturing plants and nine distribution centers supporting sales to a diverse set of end markets in 85 countries.

About Diversified Products:

At IPS Corporation's Diversified Products operating company, our mission is to empower our plumbing and roofing customers to deliver results with the highest level of performance, quality, and efficiency.

We do this by committing to getting better every day, and we welcome you as you are.

We are consciously creating an environment where all people have an equal opportunity to succeed, where everyone feels included, and diversity is celebrated.

At Raybend, a division of Diversified Products, our innovative teams develop market leading technologies that bring peace of mind to homeowners across the US.

Our connected technologies monitor and alert homeowners of potential hazards within the home.


About the Role:

IPS corporation is seeking a Technical Support Representative to assist end users with product needs related to Wi-Fi connectivity, electrical product support, and general questions.

The best TSRs are genuinely excited to help customers. They're patient, accurate, and a critical analytical piece in ensuring the safety and security of our customers' investments.

This individual will love to solve complex problems with and without written instruction.

A TSR will not only make a root-cause-based solution but accurately document root cause for perpetual product and app improvements.

Problem-solving comes naturally to our specialists. They are confident at troubleshooting and investigate if they don't have enough information to resolve customer complaints.

The goal is to ensure our products meet technical specifications while reducing customer effort, by pipelining product opportunities to product development and engineering.

Responsibilities:

• Reading backend data, and presenting expert analysis to end users and distributor customers
• Entering customer orders with accuracy and attention to detail
• Use data analysis to make accurate assessments of longterm system stability
• Following technical support manuals, docs, and written work instructions
• Work directly with distributors, business owners, installers and end users of our product
• Process warranty orders for qualified products in the business's ERP System
• Follow communication procedures, guidelines and policies
• Going the extra mile in pursuit of homeowner peace of mind in a high stakes, high pressure, and high sales environment

Skills:

• Multitasking/dual tasking/task prioritization are a must
• Proven technical support or technical sales skills
• Private client experience is preferable
• Confidential and sensitive customer records retention
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices (salesforce/ring central)
• Must be able to work with people of all backgrounds
• Excellent communication and presentation skills
• 365 experience is preferable
• High school degree. Technical School or College preferred

This Job Is:

• A job for which all ages, including older job seekers, are encouraged to apply
• Open to applicants who do not have a college diploma
• A job for which people with disabilities are encouraged to apply

Work Remotely:

• No

Physical Requirements:

Must have the ability to sit and stand for long periods. Must be able to lift and move items or boxes up to 30 pounds. Reasonable accommodations may be extended to enable individuals with disabilities to perform the essential functions.


We Offer
We're a rapidly growing midsized company with a customer-centric mentality operating fast and lean.

We think big, embrace problem solving, and believe our proven business system gives us a competitive edge in the markets we play.

Through experience in this role, mentoring and via formal instruction, we will grow your career and develop you based off your strengths and interests.

A career with IPS Corporation will push you and challenge you, providing growth opportunities and the prospects to advance your career.

If you are a driven performer, you will work with committed, like-minded people, giving you the support to reach your full potential.

• Competitive Compensation Package

• Insurance Benefits

• Medical (Aetna), Dental (Delta Dental), Vision (Aetna Vision)
• Health Savings Account (HSA) and Flexible Spending Account (FSA)

• Voluntary Benefits

• Critical Illness, Hospital Indemnity, Accident
• Basic Life insurance with dependent coverage optional
• 401(k) with Company Match
• Vacation and Sick Leave
• Shortterm & Longterm disability
• Tuition assistance program
• Em