Job ID: MC4173741118
Location: Flowery Branch, GA
Category: Clerical/Office
Employment Type: Contract
Customer Support Tech
Location: Flowery Branch
Pay Rate: $19.00 to $20.00 an hour
Hours: Monday to Friday 8:30am to 5:30pm
As a Customer Support Technician in the Warranty Department, you will play a critical role in providing technical support and excellent customer service to our valued customers. This position entails overseeing warranty claims, addressing technical challenges, and ensuring a seamless customer experience. We are seeking candidates with a robust technical background, exceptional communication skills, and a dedication to customer satisfaction.
Key Responsibilities:
• Provide comprehensive technical support to customers, encompassing troubleshooting, installation guidance, preventative maintenance instructions, and HVAC service and installation diagnostics.
• Thoroughly complete all necessary documentation for work requests, service reports, and related paperwork within prescribed timelines.
• Precisely document and record data received from customers and technicians in service reports, maintaining accuracy and comprehensiveness.
• Handle a significant volume of inbound calls from end users regarding warranty claims, delivering timely and helpful assistance.
• Address customer inquiries promptly and courteously, delivering accurate technical support pertaining to warranty claims and product issues.
• Assist customers in diagnosing equipment problems and guide them through potential solutions, including troubleshooting steps, part replacements, or service scheduling.
• Streamline the efficient processing of warranty claims, ensuring accurate recording and submission of all required documentation.
• Collaborate closely with various departments, including parts, sales, service dispatch, and technicians, to expedite the resolution of complex technical issues and customer concerns.
• Maintain meticulous records of customer interactions, technical solutions provided, and warranty claims for future reference.
• Educate customers on product knowledge and usage best practices to optimize the longevity and performance of their equipment.
• Identify patterns in warranty claims and customer feedback to inform product quality enhancements and elevate customer satisfaction.
• Assist in the creation and maintenance of technical support documentation, manuals, and FAQs for customer reference.
• Stay updated on Atosa's product portfolio, technical specifications, and warranty policies.
• Offer feedback to management regarding prevalent customer issues and potential process improvements.
Qualifications:
• High school diploma or equivalent required; technical certifications or relevant coursework preferred.
• Proven experience in a technical support or customer service role, with a preference for experience within a warranty department or the foodservice equipment industry.
• Strong technical aptitude and proficiency in troubleshooting complex commercial kitchen equipment, including HVAC service and installation knowledge.
• Ability to interpret and review equipment diagrams and specifications.
• Proficiency in Microsoft Office (Outlook, Excel, Word, SharePoint, and PowerPoint) or equivalent Mac software.
• Exceptional interpersonal and communication skills, both written and verbal, with the ability to convey technical concepts to non-technical customers effectively.
• Exceptional problem-solving and conflict resolution capabilities.
• Strong organizational skills and keen attention to detail.
• Customer-focused mindset, dedicated to delivering outstanding service.
• Familiarity with dispatch software or equivalent FSM/CRM/ERP systems.
• Ability to work independently and collaboratively within a team-oriented environment.
• Adaptability to evolving customer demands and shifting priorities.
