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Technical Support Specialist

2 months ago

Wixom, Michigan, United States PTG Full time
{"title": "Technical Customer Service Role", "description": "Job Summary

We are seeking a skilled Technical Customer Service professional to join our team at PTG. As a key member of our service delivery team, you will be responsible for providing exceptional technical support and customer service to our clients.

Key Responsibilities
  • Manage the internal tracking system for service jobs, including Q360 boards, technician database, and client web portals.
  • Diagnose and troubleshoot service requests to optimize service efficiency.
  • Develop detailed Scopes of Work (SOW) for service dispatches, ensuring clarity and precision.
  • Align technician sourcing needs with Installation Services, including SOWs and budgets.
  • Communicate SOWs to technicians to facilitate efficient and timely service dispatches.
  • Maintain and update client-specific notes in Q360, ensuring accurate and current information.
  • Generate and manage technician Purchase Orders (POs) and Client Sales Orders (SOs) in Q360.
  • Adhere to Client Service Level Agreements (SLAs), ensuring compliance and high service standards.
  • Escalate concerns or ongoing issues to Manager, particularly those affecting SLAs or recurring challenges.
  • Manage service call costs to stay within approved budgets as determined by customers and SLAs.
  • Collaborate with Engineering to ensure proper equipment is specified and quoted for replacements or enhancements.
  • Generate quotes in Q360 and obtain client approval when necessary.
  • Coordinate equipment shipments, maintaining clear communication with internal and external customers as required.
  • Ensure successful completion of service jobs by technicians, including collection of Certificates of Completion (COC), photos, and verification of technician PO amounts.
  • Upload necessary documentation into the internal storage system for easy access and record-keeping.
Requirements
  • Associate's degree or equivalent work experience.
  • 2+ years of experience in a technical customer service or support role.
  • Experience working with service management software, such as Q360 or similar systems, a plus.
  • Strong troubleshooting skills with ability to diagnose and resolve technical issues efficiently.
  • Understanding of Service Level Agreements (SLAs) and experience in adhering to them.
  • Excellent verbal and written communication skills, with ability to clearly convey technical information to both technical and non-technical stakeholders.
  • Strong customer service orientation with focus on building and maintaining positive client relationships.
  • Ability to work collaboratively with cross-functional teams, including Engineering and Installation Services.
  • Strong organizational skills with ability to manage multiple tasks and projects simultaneously.
  • Ability to work independently with minimal supervision while maintaining accountability.
", "lang_code": "en-US"}