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Call Center Technical Product Troubleshooting

WAC Lighting is looking for a Technical Service Specialist for the Port Washington, NY Global Headquarters. This individual will be providing technical support via email, ticketing system, and phone for both hardware and software applications. They will function in a liaison capacity, utilizing technical skills and customer service expertise to support our customers.

Major Duties and Responsibilities:

· Manage large amounts of inbound and outbound calls in a timely manner

· Follow communication “scripts” when handling different topics

· Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

· Resolve time sensitive customer technical problems by documenting steps taken to resolve them, and the specific dates/individuals involved

· Handling customer technical support cases through phone and email submission

· Support the Inside Sales Team with higher level knowledge on general product and specialization on individual product categories

· Work in a team environment disseminating learned information in service training for new and current staff.

· Must be a self-starter with an out-going personality and desire to meet and establish business relationships with new people.

· Study current on market, competition and industry trends and technological advancements to assure company maintains competitive edge.

· Proactively contact customers to strengthen relationships, ensure customer satisfaction and customer utilization of best practices.

· Helps develop new programs or processes for implementation and workflow improvements

Requirements:

· Minimum of 2+ years’ experience working directly with customers, preferably in a call center environment with a focus on business development.

· Demonstrated ability to work calmly and effectively in a fast-paced team environment

· The individual should be able to work effectively on their own as well as within a team, have strong communication skills, and enjoy taking on new problems in a constantly changing environment.

· Superior customer service skills, with the ability to react quickly and decisively to resolve customer issues; ability to analyze customer processes and provide creative solutions for implementation

· Make suggestions for process improvements to address project quality, cost reduction, cycle time and/or productivity

· Learn industry enhancements to lighting technology which will affect existing or future implementations

#OPENTOWORK

Job Type: Full-time

Pay: $19.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Port Washington, NY 11050: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer Service: 2 years (Required)
• Electronics Troubleshooting: 2 years (Required)

Work Location: Hybrid remote in Port Washington, NY 11050

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