Technical Support and Scheduling Specialist

4 weeks ago


Charlotte, United States ScentAir Full time

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 subcontractorsfor client installations, service requests, and regular maintenance of systemsacross North America, Canada, and Latin America. • Answer incoming calls to our Tech Support line with enthusiasm andattentiveness, analyzing, troubleshooting, and diagnosing customer issuespromptly and effectively. • Communicate installation schedule to customers, vendors, sales, and productionto ensure timely delivery of product to be installed. • Collaborate with customers and our sales team to determine the most suitablefragrance delivery equipment for specific customer applications, ensuring optimalsatisfaction. • Monitor service ticket status to ensure all service requests are performed promptly, and initiate Tech Support Cases, ensuring efficient processing andresolution. • Educate customers about the installation and maintenance process and createcomprehensive work instructions for dispatched service technicians to followwhen they are on-site at customer locations. • Analyze and report service performance to the management team, along withcustomer feedback for continuous improvement. • Advise management about the status of installations and any barriers to on-timeinstallation 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 anexciting journey of providing top-notch technical support and ensuring customersatisfaction at every turn Powered by JazzHR



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