Technical Support Specialist

2 weeks ago


Charlotte, North Carolina, United States Micro Tech Staffing - Charlotte Full time
Job Overview

The role of a Technical Support Specialist involves a variety of responsibilities aimed at ensuring customer satisfaction and operational efficiency.

Key Responsibilities
  • Order Management: Facilitate order entry and coordinate shipping processes for ventilation accounts.
  • Communication: Liaise with General Contractors to confirm receipt of all components for ventilation shipments and maintain accurate database records.
  • Technical Proficiency: Demonstrate expertise in AutoCAD, ERP systems, Microsoft Word, and Excel.
  • Customer Matrix Updates: Regularly update the customer matrix and distribute information as needed.
  • Customer Support: Address various customer inquiries with a strong emphasis on providing technical assistance.
  • Training: Conduct training sessions for customers and service personnel as directed by the Supervisor.
  • Innovative Training Methods: Develop and implement effective training techniques, including the use of scale models for live demonstrations and updating training materials.
  • On-Call Support: Serve as an on-call technician as required, carrying an emergency phone.
  • Troubleshooting Documentation: Collaborate with Engineering to update troubleshooting guides as necessary.
  • Field Training: Provide field startup training as required.
  • Attendance: Maintain regular attendance and adhere to designated work hours.
  • Travel: Be prepared for occasional travel for field training purposes.
  • Receptionist Support: Assist with receptionist duties as needed, recognizing its importance within the organization.
  • Additional Duties: Perform other tasks as assigned by management.
  • Reporting Structure: Report directly to the Customer Service Manager.
  • Compliance: Uphold company policies, confidentiality agreements, ethical standards, and rules of conduct.
  • Professional Attitude: Maintain a positive demeanor towards customers and colleagues.
  • Attention to Detail: Exhibit strong organizational skills, with a focus on detail and meeting deadlines.
  • Order Tracking: Handle inquiries regarding order tracking, shipping dates, and complete necessary documentation accurately.

It is essential to become thoroughly knowledgeable about the products and services offered.



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