Temeda
At Temeda we are an innovative growing industrial IoT Company in telematics.
We are looking for a Technical Customer Support Specialist who can work directly in a multichannel environment supporting our Temeda customers who have questions or might need assistance resolving issues within our Temeda solution.
Position Overview
As a Technical Customer Support Specialist you will support customers by providing helpful phone and email assistance. Technical Customer Support Specialist are the front-line support for customers and dealers, and they help ensure that customer is satisfied with products, services, and features. They will also work in collaboration with internal stakeholders to ensure customer satisfaction is met.
Why should you work at Temeda?
Temeda feels like a start-up company that thrives on innovation and providing business value in the industrial IoT industry. We have established a wonderful team, work on cool and exciting projects, and offer flexible work hours.
You will work in a small team environment at our office in Naperville, IL (if you are located near the office) or remotely at home on projects that help pioneer the future of our connected world that support team members’ professional development.
Responsibilities
· Provide immediate, professional, and courteous customer interaction for all inbound support requests originating through Temeda’s customer support call center and email within set internal guidelines
· Log all inbound customer and dealer calls or interactions as cases within Salesforce
· Perform daily case management processes
· Monitor open Salesforce Cases and properly escalate unresolved queries to the appropriate next levels of support
· Track, route, and redirect problems to correct resources.
· Ensure proper recording, documentation, and closure of customer issues.
· Walk customers through the problem-solving process wherever possible.
· Follow up with customers, provide feedback and see problems through to resolution
· Utilize excellent customer service skills and exceed customers’ expectations
· Recommend procedure modifications or improvements
· Preserve and grow knowledge of help desk procedures, products, and services
· Support in upkeep of internal documentation
Qualifications:
· 2 years’ experience in technical customer support (especially software), conflict resolution and soft people skills
· Must have a working knowledge of Excel and Word
· 2 years’ experience in basic troubleshooting skills, some experience with data analysis – Using charts, tables, and graphs
· Must have excellent writing skills for detailed/accurate reporting
· Hard worker, quick learner, and ability to assume responsibility for off-site work
· Meticulous worker; attentive to quality and detail, high degree of accuracy
· Ability to accurately process a high volume of data online and for extended periods
· Excellent typing, proofreading, and editing skills
· Ability to maintain records and files for easy access and retrieval
· High School Diploma or equivalent
Job Type: Full-time
Pay: From $19.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
Application Question(s):
- Why would you be a good fit for this role?
- Where did you provide technical/software customer support?
- What is your desired hourly range?
Experience:
- technical customer support: 2 years (Required)
- software customer support: 2 years (Required)
Work Location: Remote