Technical Product Support Specialist - Victoria, British Columbia

Only for registered members Victoria, British Columbia, Canada

1 month ago

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Job summary

Provide world class technical support to customers of Synapse ITS products by answering initial questions/requests and providing step-by-step guidance utilizing ticketing software CRM software ERP software and other tools to successfully resolve issues processing warranty and non-warranty RMA claims ensuring customer satisfaction.

Responsibilities

  • Conduct technical support primarily via telephone and email directly with customers to diagnose and resolve product installation issues/li>
  • Work closely with the engineering marketing teams to develop content for training tools manuals knowledge portals and technical bulletins./li>
  • Use a ticketing system to open track close customer issues./li>
  • Provide necessary reports feedback product marketing engineering develop requirements requests product modifications frequently requested by customers fix ease-of-use or functionality/products/li>
  • Demonstrate proficiency MS Office HubSpot CRM internal software systems generating reports maintaining records communicating internally/li>/lil>Occasional travel job sites corporate facilities training may be required.li>/lil>Establish working relationships industry technical distribution representatives/train internal personnel distributors customerson Synapse ITS products positioning competition(li>/lili>Provide backup coverage Technical Product Support Specialists.li>/ul>
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