Tech Support Specialist - Customer & IT Helpdesk

Sonny's Enterprises Inc. - Conveyorized Car Wash Equipment Leader; Town of Florida (NY); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Employer-paid health insurance

Short-Term Disability

401(k) with company match

Job summary

Sonny's Enterprises is a leading conveyorized car wash equipment manufacturer seeking a Tech Support specialist. You will provide first-level support for software and hardware issues, help customers troubleshoot problems, and ensure quick, effective service.

The role involves handling calls, emails, and documenting resolutions while collaborating with the development team to enhance the customer experience.

Qualifications

• 1+ years in a customer-centric environment.
• Proven ability to multitask in a fast-paced setting.
• Strong written and verbal communication skills.
• Basic experience with IT equipment (routers, OS, switches, etc.)

Responsibilities

• Field calls, emails and other communications from customers with system issues.
• Research and determine solutions and follow up to resolve problems.
• Provide active listening and advocate for customers.
• Document resolutions and enter issues into tracking system.
• Set up and configure new customer systems and perform QA testing.
• Participate in after-hours rotation for emergencies.
• Collaborate with Development Team to improve customer experience.
• Demonstrate enthusiasm and professionalism in office environment.

Skills

Customer service

Active listening

Problem solving

Data handling

Communication (verbal)

Multitasking

Team collaboration

Time management

Technical troubleshooting

Tools

MS Word

MS Excel

MS Outlook

Internet Explorer

Routers

OS (Windows)

Job description

Sonny's Enterprises is a leading conveyorized car wash equipment manufacturer seeking a Tech Support specialist. You will provide first-level support for software and hardware issues, help customers troubleshoot problems, and ensure quick, effective service.

The role involves handling calls, emails, and documenting resolutions while collaborating with the development team to enhance the customer experience.