Senior Technical Support Specialist
Senior Technical Support Specialist
Job category: Customer Service
Job Type: Part Time
Location:
Cottage Grove, Wisconsin
Posted on:
10/26/2018
Closes on:
11/25/2018
Job Description:
Position Overview:
Under the direction of the Sr. Director of Customer Care, the Senior Technical Support Specialist is someone who receives incoming calls, emails and requests for trouble shooting of Matrix commercial fitness equipment in accordance with company policies and procedures. Responds to email and phone messages in a timely manner and assists with advanced issues of Matrix fitness equipment.
Responsibilities:
Assigned to key accounts who expect a higher level of service and are critical to Johnson (e.g., Planet Fitness)
Pulled in to provide Level 2 support on very difficult-to-solve technical cases
Provides coaching and mentoring to other agents in team, drawing upon deep field experience
Leads occasional projects aimed at improving troubleshooting in Online Remedy
Customer Service:
Provide outstanding service to dealers, consumers and Service Providers
Handle service contacts (phone, email, chat) promptly and accurately
Troubleshoot problems with consumer and resolve in most cost-effective way possible using diagnostic procedures within department work practices
Enter service parts order the same day as received
Log all service claims in Online Remedy
Answer Field Technician service calls, diagnose and set service remedy into motion
Technical Training:
Attend/lead meetings and contribute ideas and suggestions for improvement
Teach technical trainings for the department
Perform service repair visits as needed
Research answers to technical questions
Technical Support:
Follow the CRM SOP
Research answers to technical questions
Notify TCMT to update the knowledge base to include answers found in research
Create work instructions as needed
Organize information in share drive so that all information is available to all reps
General Responsibilities:
Be aware of the work environment; keep your workstation clean and tidy by 5S standards
Be aware of the company goals and work to achieve department KPIs
Be on time for scheduled day
Marginal Job Functions:
Other projects as needed.
Job Requirements
Education:
High school diploma or equivalent required
College degree in related field preferred
Additional training in commercial fitness industry or combination of education and experience preferred
Experience:
Minimum of 5 years experience in a technical support or Field service role required in the fitness industry
Experience in technical and mechanical problem solving preferred
Working knowledge of commercial fitness industry
Strong working knowledge of Microsoft Office Suite and similar communication related software
Experience with Microsoft CRM
Experience in field service training preferred
Other Requirements:
Valid drivers license
Ability to analyze problems
Benefits:
We offer an excellent compensation package and team-oriented work environment with growth opportunities.
Some of our outstanding benefits include:
Health & Dental Insurance
Company paid Life Insurance
401(k)
Paid Time Off benefits
Free access to our state-of-the-art onsite workout facility
Product discounts
Wellness programs
EOE/M/W/Vet/Disability
PI105102936