Customer Support Advisor

Innovative Technology Ltd; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid Vacation

401(k)

Health Insurance

Dental Insurance

Vision Insurance

Informal dress code

Personal growth opportunities

Job summary

Innovative Technology is seeking an experienced Customer Support Advisor to join our site-based US team in Suwanee, Atlanta. You will deliver first-line technical support to US customers across mechanical, electrical, and software issues, ensuring fast resolution.

The role emphasizes excellent communication, meticulous documentation, and the ability to manage multiple tasks under tight deadlines while supporting an international customer base and contributing to product quality.

Qualifications

• Significant hands-on experience in a customer-facing role, preferably in technical support.
• Ability to explain complex technical information clearly to diverse customers.
• Strong organization and attention to detail with documentation processes.

Responsibilities

• Provide first-line support to US customers troubleshooting a broad range of technical issues.
• Learn and advise on mechanical, electrical and software installations.
• Investigate faults and escalate to engineers when needed.
• Maintain timely responses and manage multiple tasks to meet deadlines.

Skills

Customer service

Technical support

Problem solving

Communication

Documentation

Job description

Are you an experienced Customer Support Advisor, who is looking to work in a fast paced, global, market leading company?

We have an exciting opportunity for an experienced Customer Support Advisor to join our site based team in our US office in Suwanee Atlanta.

You'll be responsible for providing excellent first line support to US customers troubleshooting a broad range of technical matters. As a natural problem solver, you'll be required to learn and advise on mechanical, electrical and software installations and issues.

As a Customer Support Advisor, you will have the following responsibilities:

• Providing excellent customer service and technical support to new and existing customers relating to our cash validation and print products and services
• Gaining knowledge of the entire mechanical, electronic and software product range
• Investigation of technical faults, bugs, recurring issues and product fault trends escalating to the Customer Support Engineers where necessary
• Working to tight deadlines, whilst managing multiple tasks simultaneously and ensuring quality is consistently high
• Supporting an international customer base
• Taking accountability for systems infrastructure, that it is up to date and fit for purpose, and to ensure smooth processing of datasets, minimising backlog of jobs
• Managing stakeholder expectations regarding product/shipment availability and quality

Essential Skills & Experience required to become our Customer Support Advisor:

• Significant hands-on commercial experience in a customer-facing role, ideally within a technical support environment
• A proven analytical and creative approach to identifying and resolving technical issues and capable of explaining technical information clearly and concisely to diverse customers
• Excellent verbal and written communication skills
• Highly organised with excellent attention to detail, capable of managing documentation and processes efficiently
• To work effectively to deadlines, manage multiple tasks simultaneously, and consistently deliver high-quality support
• A proactive and adaptable team player committed to customer satisfaction

Your Package and Perks

• A competitive salary
• Paid Vacation
• 401(k)
• Health Insurance
• Dental Insurance
• Vision Insurance
• Informal dress code
• Opportunities for personal growth and development

We're innovative...

Trading for over 30 years here at Innovative Technology, where we now have offices on five continents and employ around 400 people, with over 170 based from our state-of-the-art R&D hub.

From self-service checkouts to arcade machines, we provide our retail, banking, kiosk, vending, gaming and amusement customers with products and services that help them securely accept automated payments, with our industry-leading technology keeping us at the forefront of our sector. We also provide facial analysis technology for age estimation and control access for some of the world’s leading companies.

By being true to our values of Innovation, Collaboration, Respect and Drive we've seen significant growth and won numerous domestic and international awards, whilst offering outstanding career opportunities and great benefits.

What's next?

If you're an experienced Customer Support Advisor and want to join our award-winning team working on the latest cutting-edge technology, we want to hear from you.

A better way... Through our people, drive and commitment we push boundaries to deliver innovative products and services.