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Technical Customer Support Specialist

2 months ago

Miami, United States Aroma360 Full time

Aroma360 is a distinguished Scent Marketing and Branding firm dedicated to delivering premium essential oil-based scenting solutions to clients globally. As a comprehensive scent service provider, Aroma360 supports clients from initial concept through to strategic execution, all while emphasizing outstanding customer care throughout the process. Aroma360 is committed to enhancing the standards for healthy scenting solutions in the market.

Are you a technology-oriented individual with a background in customer support? Do you thrive on resolving product-related challenges and offering effective solutions? If this resonates with you, Aroma360 invites you to consider joining our team as a Technical Customer Support Specialist. In this capacity, you will deliver exceptional customer assistance and product support to our clientele. Our offerings include innovative, waterless scent diffusers that connect directly to power outlets, as well as larger scenting systems that integrate with clients' HVAC setups.

Key Responsibilities

  • Addressing customer inquiries: Engage with customers through various communication channels to respond to their questions and provide product assistance.
  • Diagnosing technical challenges: Assess customer complaints to identify the root cause of issues and offer effective solutions.
  • Providing product education: Guide customers on the optimal use of products to enhance their experience.
  • Recording support interactions: Maintain detailed records of customer support engagements, including issues encountered and resolutions provided, to refine the support process.
  • Collaborating with internal teams: Partner with departments such as development, quality assurance, and product management to relay feedback on product challenges and propose enhancements.
  • Undertaking additional responsibilities as needed.

Qualifications

  • Bilingual proficiency in English and Spanish, both written and verbal, is advantageous.
  • Experience in troubleshooting technical support inquiries via phone, email, and chat.
  • Prior experience with luxury products is highly desirable.
  • Professional demeanor with a friendly phone presence.
  • Ability to adapt to a dynamic work environment.
  • Skills in retention and escalation are a plus.
  • Capacity to maintain composure and professionalism in challenging situations.
  • Familiarity with CRM systems, particularly Salesforce, is a plus.
  • Excellent email communication skills.
  • Organized and tech-savvy.
  • Proficient in Microsoft Outlook, Excel, Word, and Adobe applications.

Work Schedule & Environment

  • Work Location: Onsite
  • Schedule: Monday – Friday
  • Hours: 10am - 7pm

Compensation and Benefits

  • Hourly Rate: $16 - $16.50 based on experience
  • Potential for bonuses
  • Paid training opportunities
  • Comprehensive medical, dental, and vision coverage
  • 401(k) retirement plan
  • Employee discounts on products
  • Modern office environment
  • Recognition programs across the company
  • Supportive growth culture and enjoyable workplace atmosphere

Joining our team offers a variety of exciting benefits aimed at supporting your health, well-being, and career development, including:

  • Comprehensive health coverage, including dental and vision insurance.
  • Life insurance for added security.
  • Paid time off for personal rejuvenation.
  • Access to a 401(k) plan for future financial planning.
  • Employee discounts on our products and services.
  • Opportunities for professional development through paid training.
  • Engaging company events.

Aroma360 is an equal opportunity employer and does not discriminate against any candidate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally protected characteristics. We are dedicated to fostering diversity, equity, and inclusion in our workplace and encourage candidates from all backgrounds to apply for available positions.