Technical Support Specialist

4 weeks ago


Muskego, Wisconsin, United States NABCO Entrances, Inc. Full time
Job Summary

The Technical Support Associate is the primary point of contact for customers seeking assistance with technical solutions and customer service regarding NABCO Entrance products.

Key Responsibilities
  • Provide timely and effective product and/or installation issue resolution
  • Assume ownership of customer concerns and maintain detailed records
  • Focus on exceptional customer service, including patience, empathy, and professionalism
  • Maintain and update current technical knowledge, including new product releases and tools
  • Drive goals through individual metrics and understand the fit within the department and team Key Performance Indicators (KPI) goals
  • Develop relationships with customers and provide an exceptional customer experience
  • Communicate effectively with team members from different departments
  • Manage multiple priorities without compromising effectiveness, time management, and quality
Requirements
  • Computer skills, including proficiency in Microsoft Excel, MS Word, PDF software, and SharePoint
  • Knowledge of the building construction trade
  • Customer service skills, with the ability to communicate effectively across different customer skill levels
  • Strong organizational and written communication/technical writing skills, with attention to detail
  • Troubleshooting and problem-solving skills, with the ability to apply critical thinking and analysis
  • Ability to perform multiple tasks simultaneously and remain calm under pressure
  • Comfortable assisting customers remotely via phone, email, etc.
Preferred Qualifications
  • Electrical (AC/DC circuit) or Mechanical Diploma or equivalent certification
  • Manufacturing process with distributor relationship/service experience
  • Previous customer service experience
  • SAP and Salesforce experience
  • Strong command of the English language
  • Bilingual in Spanish or French
Working Conditions and Physical Demands

This position requires extended periods of sitting and working at a computer, with rare exposure to the factory. Typical office equipment, such as a computer, laptop, and phone, are used. May be noisy due to proximity to the factory.

This position may require rare exposure to the factory, which includes extreme weather conditions, noisy, dusty, and dirty environments, and motorized equipment that pose potential safety hazards.

Reaching above shoulder height and below the waist, as well as lifting to 50 lbs., is occasionally required. Proper safety procedures, lifting techniques, and personal protective equipment guidelines are always to be followed.



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