Technical Solutions Specialist - Part Time

AquaPhoenix Scientific Inc.; Hanover, Northern (York County, KY); Hybrid; USD 2,066,000 - 3,031,000; Part time

Job summary

AquaPhoenix Scientific Inc. is hiring a part-time Technical Solutions Specialist in Hanover, PA. The role focuses on providing responsive technical and account assistance to customers using IoT-enabled devices, connected hardware, and supporting software platforms.

The TSS will be the first point of contact, handling inquiries via phone, email, and chat. This flexible, part-time position generally offers 25 hours or fewer per week and reports to the Technical Support Supervisor.

Qualifications

• Minimum high school diploma or equivalent and 2–5 years in a B2B customer-facing technical role.

Responsibilities

• Serve as the initial contact for customers seeking technical support for IoT devices, connectivity, and software platforms via phone, email, and chat.
• Diagnose issues and guide customers through step-by-step resolutions to ensure a one-call resolution when possible.
• Explain complex technical concepts in clear terms and provide proactive follow-up to ensure customer satisfaction.
• Onboard new customers through IoT device setup or software onboarding and collaborate with product teams to address hardware, firmware, and connectivity concerns.
• Monitor support metrics such as ticket backlog and time to close to improve service quality.

Skills

Strong communication

Customer-focused

Problem-solving

Empathy listening

Team collaboration

Education

High school diploma or equivalent

Tools

IoT devices

Connectivity platforms

Troubleshooting software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Technical Solutions Specialist - Part Time

Regular PT Hanover, PA, US

AquaPhoenix Scientific, headquartered in Hanover, PA has a part-time opening for an energetic and customer-facing Technical Solutions Specialist (TSS) to join our growing Technology Team. The TSS serves as the initial point of contact to provide responsive technical and account assistance to customers utilizing our Internet of Things (IoT) enabled devices, connected hardware, and supporting software platforms. Devices and software are used in the industrial water treatment industry, helping to ensure a cleaner and safer global water supply.

This is a flexible position that offers the convenience of part-time hours working generally 25 or less hours a week.

• This position reports to the Technical Support Supervisor and does not include health and wellness benefits, PTO or paid holidays.

The TSS plays a pivotal role in understanding client needs, supporting connected device enablement, offering connectivity solutions, and ensuring successful onboarding and adoption of our IoT products and applications. The TSS must be able to comprehend and diagnose issues and apply appropriate solutions.

Although not all inclusive, additional responsibilities, expectations, and skills include:

• Serve as an initial point of contact for customers seeking technical support and troubleshooting issues related to IoT devices, connectivity and software platforms via phone, email and chat.
• Implore best practices and sound judgement with a goal to provide a "one-call" resolution by assessing and identifying customer concerns in a logical, step-by-step manner.
• Exceed customer expectations by delivering timely responses, effective solutions, and consistent follow through.
• Guide customers through troubleshooting processes related to device setup, connectivity issues, data transmission and system behavior helping them navigate technical challenges effectively.
• Escalate complex or unresolved IoT technical issues to the next level for resolution as required.
• Coach and educate customers on IoT device functionality, software features upcoming enhancements, and additional applications.
• Translate complex technical concepts/solutions into clear, concise and value-driven instructions for customers with varying technical skills.
• Onboard new customers through IoT device setup or conversion as required.
• Work closely with product teams to drive prompt resolution of identified hardware, firmware, and connectivity concerns.
• Monitor all support related metrics including ticket backlog, average time to close, first response time, resolution time and ticket escalations.

AquaPhoenix Scientific considers applicants with diverse backgrounds, education, and work experience; however, applicants for the Technical Solutions Specialistposition will frequently have a combined education and/or work experience that is a minimum of a high school diploma or equivalent and 2-5 years' work experience in a B2B customer facing technical role.

Desired Candidate Characteristics includes:

• Ability to learn, maintain, and apply a wide span of IoT, hardware, software, and industry related knowledge and experience to independently investigate, analyze, and implement "best case" recommendations.
• Ability to actively listen with empathy and understanding with a willingness to bring resolve to the end user.
• Willingness to work together to build a solid customer focused SaaS and IoT Support team.

About Us:

AquaPhoenix is driven by a company culture that inspires a flexible, fun, 'can-do' approach to business. We are an industry leader in water testing kits and reagent manufacturing, as well as a distributor of thousands of testing products and supplies for a multitude of industries including industrial water treatment, cleaning & sanitation, oil & gas, environmental, water conditioning, and education.

If you are looking for a great work environment, competitive pay, and the convenience of flexible part-time work, consider AquaPhoenix Scientific. We are an Equal Opportunity Employer that embraces diverse skills, perspectives and ideas that help our business grow. Minorities, females, protected veterans, and individuals with disabilities are urged to apply.