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Customer Service - Boston, United States - SpeedUpMyJobSearch
Description
Location Boston
Full Remote A remote Customer Service representative with industrial automation and controls products experience is needed to work remotely for a global leader and manufacturer of industrial sensors, safety systems, and automatic identification products for industrial automation applications. This is a remote opportunity reporting to their office in the Boston, MA area.
**Shifts available:**
6 am-6 pm ET - 2-week rotating shifts of Sunday/Wednesday/Thursday and Monday/Tuesday/Friday/Saturday
Technology leader for more than 70 years and with more than 50 global subsidiaries
Work remotely from home
Customers are in a wide range of industries
Competitive wages and an excellent benefits program - top 5% in nation
PTO program beginning at 17 days, with accruals per 12 month period plus 8 paid holidays/year, including 2 floating days
**RESPONSIBILITIES:**
Provide continuous technical support for assigned products, systems, and services to direct sales teams, distributors, and/or customers through telephone conversations and written communication.
Provide end-user technical support including: how-to questions, routine maintenance activities, configuration, upgrades, minor enhancements, customization, features, and functionality.
Knowledgeable on Service Level Agreements for key customers, priorities, and emergency escalation paths. Proficient at gauging the difficulty of requests while considering priority.
Primary phone and email support role to solve customer needs and requests promptly while striving to exceed department responsiveness goals.
Provide internal and external customers with answers to general questions regarding sales tools, product specifications, product information, etc.
Handle basic customer situations upholding and/or improving customer perception; solve or escalate as appropriate, customer problems as expeditiously as possible.
Review technical support documents, application solution write-ups, FAQs, and other supporting materials.
Answer customer phone calls professionally and consistently; interface customer calls with the CRM system.
Use CRM system for all customer and sales process data to ensure proper documentation and retention.
Guide customers to the best resources to fit their needs including technical support, distribution information, and other relevant information the customer may require.
Provide a highly responsive service-oriented interface for Field Sales, distributors, and customers.
Mentor / train on products, systems and services to direct sales teams, distributors, and/or customers.
Recommend process improvement solutions.
**QUALIFICATIONS:**
Two-year technical degree or equivalent technical customer service experience required, Engineering Degree preferred
Demonstrated ability to interact with customers successfully preferred
2 years of industrial automation experience preferred
High level of understanding and knowledge of how to successfully provide technical support to customers over the phone and via email.
Problem-solving skills
Computer proficiency with Microsoft (Word, Excel, Outlook, PowerPoint) and Internet applications.
Occasional travel for training and customer interactions (up to 20%).
Ability and willingness to work alternative schedules including weekend, and on-call hours as needed.
