Support Technician - Tier 1

Dover Corporation; Bethlehem (Northampton County); On-site; USD 35,000 - 45,000; Full time

Job summary

Dover Corporation is seeking a Contact Center Customer Service: Technical representative to support business and end-user customers with post-sale technical issues via phone, chat, or text. You will use scripted responses and guidance tools to resolve routine inquiries.

This role emphasizes problem resolution in a call center, with no sales target; basic technical knowledge and adherence to procedures under moderate supervision are required.

Qualifications

• Handles high volume of low complexity technical inquiries using scripted responses and guidance tools.
• Not compensated based on sales targets; focus on post-sale support and problem resolution.
• Works in a call center environment with moderate supervision and routine tasks.

Responsibilities

• Respond to technical inquiries via phone, online chat, or text.
• Provide technical product specifications and information on compatibility.
• Suggest alternative products or services (e.g., warranties) as part of issue resolution.

Job description

Contact Center Customer Service: Technical provides post-sale technical customer service to business or end-consumer customers via phone, online chat, or text including:

• Responding to a high volume of low complexity technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products, etc.). Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools. Recommending alternative products or services (e.g., warranties) as part of customer issue resolution

This position is not compensated based on achievement of sales targets. Work Environment: Typically located in a call center environment. A Support 2 requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education. Responsibilities typical include: Works under moderate supervision.. Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures.. Communicates information that requires some explanation or interpretation.