Technical Support Specialist

2 weeks ago

Brooklyn, United States Artemis Distribution Full time

Artemis Distribution is looking for a Technical Service Support Administrator to join our growing team As the Technical Service Support Administrator you are responsible for responding to customer's technical inquiries, managing technical service cases.

**Hats to Wear**:

- Own the achievement of the Technical Service Support SLA to ensure that all Cases are resolved in a timely manner
- Own the management of Technical Service Support Cases
- Collaborate with the Service Technicians and advise on what work needs to be performed
- Determine warranty coverage and what the client should be billed for
- Communicate the results of the diagnostic and the cost of repair to the client; document what was agreed
- Consult with Head of Technical services on suspected or identified trends
- Own the management of outsourced onsite technical service, and liaise with third party technicians as needed
- Coordinate with the Fulfillment team to ensure that any parts needed for onsite repairs are shipped and arrive on time
- Monitor the progress of all onsite jobs to ensure they are completed within the SLA provided to the customer
- Review the work order from the third-party service and document the work performed in the Support Case
- Ensure the return of faulty, core, and loaned equipment following replacement
- Perform routine audits of dispatched/loaned equipment
- Ensure collection of payments for invoices as needed

**Key role behaviors**:

- Positive team player who can provide top level service to customers and has patience in handling different types of people
- Proficiency in de-escalation, and the ability to prioritize service in accordance with SLAs and recognition of strategic partnerships
- Detailed oriented - you are a person who likes organizing and has meticulous attention to detail
- Ability to multi-task in a fast-paced environment handling a range of tasks
- Strong communication skills both written and verbal
- Comfortable with learning and using technologies and tools such as GSuite and Salesforce

**You know you’re successful if**:

- Your feedback is specific to how organized and helpful the technical service team is at Artemis.
- Your team lets you know how much more empowered they feel to help clients.
- Clients speak to how easy it is to get help at Artemis and that they are informed and well taken care of.
- Data reviews that technical service tickets are handled within the appropriate SLA time.
- You maintain a quarterly CSAT score of 90 or higher

**Job Requirements**:

- 3 years of Customer Experience required
- 2 Years of Technical Customer Experience required
- Salesforce experience is a plus
- Repair Shopr experience is a plus
- Service dispatch experience is a plus

Pay: $50,000.00 - $60,000.00 per year

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance

Experience level:

- 2 years

Schedule:

- 8 hour shift
- Monday to Friday
- Overtime
- Weekends as needed

**Experience**:

- Customer service: 2 years (required)

Ability to Commute:

- Brooklyn, NY 11206 (preferred)

Ability to Relocate:

- Brooklyn, NY 11206: Relocate before starting work (required)

Work Location: In person

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