Connected Support Specialist

Job Summary:

As a Connected Services Support Specialist, you will be a shared member of the Technical Support department. You will play a key role in managing and tracking customer expectations and satisfaction. You demonstrate unmatched interpersonal skills and strive to become the “face" of our support department to our customers by applying a personal touch to all interactions. Successful candidates are passionate about customer service and its utmost importance for the success of our business. You excel in a performance driven technical environment. With exemplary analytical skills and organizational aptitude you will establish and administer customer connected services accounts, assist in establishing connections to the devices and provide support with both internal and external customers. You will administer any issues and concerns tracking system with the goal for the company to eliminate repeat quality issues to minimize customer frustration.

Job Duties:

• Establish and maintain connected services customer accounts
• Provide support to both internal and customers for the installation and communication of the NCS Connected Services devices
• Ensure Connected Devices are communicating properly with NCS Wash and accessory equipment
• Troubleshoot network communication across Connected Services
• Maintaining a customer issues and concerns data base for quality assurance and trouble-shooting purposes
• Comply with all applicable OSHA, EPA, local regulatory laws, and company safety policies
• Management retains the discretion to add or change the duties of this position at any time

Qualifications:

• Training in a technical environment with emphasis on field service of equipment
• Minimum of 3 years professional experience as a customer service specialist in an equipment manufacturing environment
• Expert level proficiency in MS Word, Excel, Power Point, Outlook
• Extensive knowledge of Help Desk Service Ticket Systems like desk.com or equivalent
• Outgoing amiable personality, striving to serve the customer
• Good technical aptitude for machinery and equipment
• Strong communication skills and ability to inspire and motivate employees with different professional backgrounds
• Good technical writing and documentation skills