Technical Support Technician

Niles Steel Tank Company; Morrisville (NC); On-site; USD 40,000 - 55,000; Full time

Job summary

Niles Steel Tank Company provides technical and customer support for FloLogic products in a fast-paced environment. The role handles technical questions via phone and email from end users, contractors, distributors and field sales reps, troubleshoots complex issues, and supports warranty processing with the appropriate service solutions.

Strong communication, problem-solving, and teamwork are required to succeed in this role in Morrisville, NC.

Qualifications

• 2–3 years of technical or customer support experience.
• High School Diploma or equivalent required.
• Exceptional customer service and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to learn and implement new ideas to improve department efficiency.
• Able to prioritize and manage multiple projects.
• Proficiency with Microsoft Office suite.

Responsibilities

• Respond to technical questions via phone and email from end users, installers, service/repair personnel, distributors, and field sales reps.
• Troubleshoot difficult technical issues for internal and external customers.
• Review service cases and determine site-related or component-related issues.
• Support processing of warranty claims and delivery of the appropriate service solution.
• Answer homeowner inquiries and assist in problem resolution.
• Collaborate with Shipping, Product, Warranty and Tech Support to meet customer needs.
• Provide internal/external sales support with product cross references and sizing.
• Diagnose and recondition returned products to meet quality standards.

Skills

Customer service

Communication

Problem solving

Independent & team player

Education

High School Diploma or equivalent

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

PowerPoint

Job description

The Technical Support Technician is responsible for providing exceptional customer service and technical support for FloLogic products in a fast-paced environment.

Responsibilities:

• Respond to and process technical-based phone calls and emails from end users, installing contractors, service and repair mechanics, wholesale/selling distributors, and field Sales Representatives regarding technical questions and issues.
• Troubleshoot difficult and challenging technical issues for internal/external customers
• Review service cases and make determination of any site-related or component-related issues
• Support and assist in the processing of warranty claims and ensuring delivery of the appropriate service solution
• Answer homeowner phone calls/emails and assist in problem resolution
• Work closely with other departments (Shipping, Product, Warranty, Tech Support) to ensure customers’ needs are supported
• Provide internal and external sales support with regards to product cross references, sizing, etc.
• Diagnose and recondition returned products to align with quality standards ensuring optimal performance

Job Requirements:

• 2-3 years of Technical or Customer Support role required.
• High School Diploma or equivalent required
• Exceptional customer service and problem-solving skills required
• Ability to learn and implement new ideas, concepts, and programs to improve department efficiency
• Excellent written and verbal communication skills
• Able to work independently and collaboratively with a team
• Proficiency with Microsoft Outlook, Word, Excel & PowerPoint
• Ability to prioritize, and manage multiple projects/topics while delivering results required

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.