Product Support Specialist
2 days ago
Neuralog Enterprises, Inc. is seeking a skilled Product Support Technician to join our team. As a Product Support Technician, you will play a crucial role in ensuring the smooth operation and customer satisfaction of our products.
Key Responsibilities:- Troubleshooting and Resolving Issues: Handle technical requests from customer service and in-house production, identify problems, and find effective solutions.
- Documentation: Log details of issues and resolutions for future reference and reporting to the engineering department.
- Customer Interaction: Communicate with customers to understand their issues and provide timely support.
- Installation and Configuration: Set up and configure hardware and software as needed.
- Collaboration: Work with various departments, such as engineering and sales, to improve product performance and customer satisfaction.
Depending on your specific skills and interests, you will be asked to support the following products. You will be provided training on any products you will support.
Hardware Solutions:- NeuraScanner Well Log Scanner
- Neuralog Well Log Printers
- NeuraLabel Continuous Label Printers
- Documented job history with a technical background, including software and hardware knowledge, troubleshooting, problem-solving, team collaboration, and customer service expertise.
- Exposure to various computer applications, databases, remote access applications, and network configurations.
- Exceptional communication skills to manage interactions with a culturally diverse customer and reseller base.
- Ability to de-escalate and prioritize well interactions with customers while delivering world-class customer satisfaction.
- Prior experience within a care center or remote support center managing service events via a ticketing system.
- Enthusiasm for investigating and resolving challenging issues, building a structured plan of action to resolve while keeping customers informed on progress and delivering a positive outcome.
- Knowledge of structured methodology to resolve an issue, such as the 5-step troubleshooting process.
- Prior field service experience repairing, troubleshooting electro-mechanical commercial products on location at customer sites.
- Graphics and/or application support experience.
Product-specific training will be provided.
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