Technical Support Specialist

1 week ago

Vancouver, Washington, United States iM3 Inc Full time
Job Overview

SUMMARY

The Technical Support Specialist at iM3 Inc. provides exceptional phone support to maintain current clientele and attract new customers. With a focus on veterinary dental apparatus, this role involves diagnosing technical issues, assessing, and repairing equipment, as well as installing software for imaging systems. Responsibilities also include guiding users through procedures, offering remote assistance, and swiftly addressing concerns to guarantee customer satisfaction. Furthermore, the specialist may suggest enhancements or additional products to improve user experience.

*It is important to note that while the installation and troubleshooting of imaging software for digital systems do not involve radioactive components, we adhere strictly to safety protocols. Therefore, all technicians must wear radiation badges during the testing or quality assurance of repaired digital systems.*

**The iM3 Technical Support Specialist role is centered on customer service and technical support for our products, along with maintenance and repairs on customer equipment. This position does not include IT-related tasks such as network management, hardware upkeep, or software development.**

DUTIES AND RESPONSIBILITIES

  • Deliver product support while ensuring high-quality customer service, in alignment with company standards for communication, service quality, and thorough documentation.
  • Respond to support inquiries via phone and email for all equipment and software.
  • Oversee parts inventory to ensure sufficient stock levels.
  • Prepare parts orders for dispatch.
  • Conduct remote software installations on new equipment.
  • Perform maintenance and repairs on customer equipment.
  • Maintain cleanliness and organization in all workspaces and assist with office organization projects as necessary.
  • Carry out additional tasks as directed by the Support Supervisor or Manager.

QUALIFICATIONS

Required:
High School diploma or equivalent.
Minimum of 2 years in customer service.
Effective written and verbal communication skills.
Self-motivated with minimal supervision required.
Consistent attendance and punctuality.
Strong mechanical aptitude.
Ability to adapt, take initiative, and apply critical thinking skills.
Attention to detail and a consistent focus on quality are essential.

Preferred:
Experience in production, particularly in precision equipment.
Familiarity with Microsoft Office (Word/Excel/Outlook).
Machinist experience is advantageous.
Experience in small equipment or electrical repairs.
Background in phone support or call center operations is beneficial.
Experience with Microsoft 365.

COMPETENCIES

  • Teamwork: Collaborates effectively, welcomes feedback, and contributes to a positive team atmosphere.
  • Professionalism: Maintains a respectful demeanor, handles pressure well, and follows through on commitments.
  • Quality: Strives for accuracy and thoroughness, seeking continuous improvement.
  • Quantity: Meets productivity standards and completes tasks in a timely manner.
  • Safety and Security: Observes safety protocols and reports unsafe conditions.
  • Adaptability: Adjusts to changing environments and manages competing demands effectively.
  • Attendance/Punctuality: Consistently arrives on time and ensures responsibilities are covered in absence.

PHYSICAL DEMANDS AND WORK ENVIRONMENT
Occasionally required to stand, walk, and climb; continually required to sit and utilize hand and finger dexterity; may occasionally lift or carry items up to 50 pounds.

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