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    Technical Support and Scheduling Specialist - Charlotte, United States - ScentAir Technologies LLC

    ScentAir Technologies LLC
    ScentAir Technologies LLC Charlotte, United States

    3 weeks ago

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    Description

    Job Description

    Job Description

    Job Description:

    Are you ready to be part of something Scent-sational? ScentAir seeks a dynamic individual for the role of Technical Support and Services Specialist. This hybrid role combines coordinating technical services with pre-sale support to ensure seamless delivery to our customers. You'll analyze installation plans, troubleshoot issues, and provide scheduling and technical assistance.

    Recurring dispatch and service scheduling / Multitasking capability is a must

    Requirements:

    • Strong computer systems proficiency, including Microsoft Word, Outlook, Access, PowerPoint, and strong Excel skills with experience in V lookups.

    • Must have previous experience using Client Relationship Management (CRM) software applications, primarily Salesforce.

    • Exceptional troubleshooting and diagnostic skills.

    • Previous scheduling experience preferred but not required.

    • Self-starter mentality with the ability to work well with changing priorities.

    Bilingual proficiency in Spanish/English is a plus.

    Responsibilities:

    • Coordinate and ensure timely scheduling of field technicians and subcontractors for client installations, service requests, and regular maintenance of systems across North America, Canada, and Latin America.

    • Answer incoming calls to our Tech Support line with enthusiasm and attentiveness, analyzing, troubleshooting, and diagnosing customer issues promptly and effectively.

    • Communicate installation schedule to customers, vendors, sales, and production to ensure timely delivery of product to be installed.

    • Collaborate with customers and our sales team to determine the most suitable fragrance delivery equipment for specific customer applications, ensuring optimal satisfaction.

    • Monitor service ticket status to ensure all service requests are performed promptly, and initiate Tech Support Cases, ensuring efficient processing and resolution.

    • Educate customers about the installation and maintenance process and create comprehensive work instructions for dispatched service technicians to follow when they are on-site at customer locations.

    • Analyze and report service performance to the management team, along with customer feedback for continuous improvement.

    • Advise management about the status of installations and any barriers to on-time installation and on-site service, while tracking and analyzing installation costs.

    Benefits:

    • Comprehensive medical, dental, vision, and life insurance plans.

    • Company-matched 401k.

    • Fun, team-focused work environment.

    • Generous paid time off policy with an expanded holiday schedule.

    • Hybrid work schedule combining in-office and remote opportunities. (In-office 3 days per week)

    • Employee-driven community outreach program.

    Experience the Scent-sational Difference Join our team today and embark on an exciting journey of providing top-notch technical support and ensuring customer satisfaction at every turn

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