Job Title
Technical Support Associate
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About the Job
The Technical Support Associate plays a vital role in our product distribution, documenting complaints and inquiries.
* Provides first-line technical support to end users, distributors, and commercial teams via phone, web-based tools, and email.
* Assists customers by providing guidance on products' intended use and addressing specific user issues.
Responsibilities
* Receives inbound customer calls and email communications and addresses them in a professional and friendly manner.
* Reviews, prioritizes, and manages group mailboxes to ensure all inquiries and complaints are actioned.
* Provides first-level support in troubleshooting customer complaints across the designated product range.
* Documents complaints and inquiries using appropriate guidelines and procedures.
* Communicates complaint investigation conclusions to customers through written reports and phone conversations.
* Resolves and addresses complaints or inquiries within target timelines described in key performance indicators.
* Evaluates opportunities to drive process improvements positively impacting team performance and customer experience.
* Maintains areas of expertise in product specialties required for the role and shares knowledge within the team.
* Executes applicable quality system processes.