Technical Support Specialist

The Technical Product Support Representative is to provide world class technical support to customers of Synapse ITS products, by answering initial questions / requests and providing step-by-step guidance, utilizing ticketing software, CRM software, ERP software and other tools to successfully resolve issues and process warranty and non-warranty RMA claims, ensuring customer satisfaction. Representative shall be responsible for the technical understanding throughout the product's life cycle from development, pre-sales support, post-sales support, and end-of-life. This includes how they are designed, manufactured, tested, used, diagnosed, re-worked, and recycled.

Essential Job Functions

• Conduct technical support, primarily via telephone and email, directly with customers to diagnose and resolve product and installation issues.
• Work closely with the engineering and marketing teams to develop content for training tools, manuals, knowledge portals and technical bulletins.
• Use a ticketing system to open, track and close customer issues.
• Provide necessary reports and feedback to product marketing and engineering to develop requirements and requests for product modifications that are frequently requested by customers and either fix issues or enhance the ease-of-use or functionality of the product(s).
• Demonstrate proficiency in MS Office, HubSpot CRM, and other internal software systems for generating reports, maintaining records, and communicating internally.
• Using the ERP software system, prepare Return Merchandise Authorization (RMA) sales orders and work with the RMA repair team to ensure reworked or new RMA orders go out to the customer in a timely manner.
• Occasional travel to job sites or other corporate facilities for training may be required.
• Establish and maintain working relationships with industry technical and distribution representatives.
• Train internal personnel, distributors, and customers on Synapse ITS products and positioning with respect to our competition.
• Provide back-up coverage for other Technical Product Support Specialists.

Requirements

Education : High school diploma or GED mandatory, bachelor’s degree is highly preferred.

Skills

Experience

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