Technical Support & Order Specialist (Salesforce)

Hydro, a PSG brand

Cincinnati (OH)

On-site

USD 42,000 - 62,000

Full time

14 days+

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Job summary

Hydro Systems in Cincinnati, OH, is seeking a CS Technical Support Specialist to be a key member of the Sales & Customer Service Team. You will assist customers by phone and email with orders, status requests, and technical questions, using Salesforce to manage cases until resolved.

This role requires a high school diploma, strong communication and problem-solving skills, and familiarity with shipping processes.

Qualifications

Must possess a High School Diploma, GED or equivalent.
Preferred: 2+ years in a customer-focused, goal-driven environment.
Strong mechanical aptitude and problem-solving ability.
Ability to read mechanical drawings, electrical schematics and other technical docs.
Working knowledge of domestic and international shipping processes.
Excellent communication skills, including listening, clear speaking, and de-escalation.
Strong interpersonal skills and building customer relationships.
Proficiency in MS Office (Outlook, Word, Excel).
Experience with Oracle and Salesforce CRM is a plus.

Responsibilities

Process Orders with accuracy of ship-to, pricing, payment terms, and shipping notes.
Process RMAs and Credits with disposition notes and restocking considerations.
Assist customers with order revisions, status, date changes, and cancellations.
Assist with technical product questions, including product selection and installation guidance.
Provide export documentation and arrange shipments on international orders.
Manage Salesforce cases, documenting details until resolved.
Answer customer calls and document details in Salesforce.