Technical Services Representative
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Accentuate Staffing is currently seeking a Technical Services Representative for a commercial cooking manufacturer in Fuquay Varina. This is a direct hire opportunity providing technical support to customers, end users or third-party service agents. The Technical Service Representative may handle high volume of inbound calls and should seek to create a positive experience for our customers through clear communication and quick resolution of technical issues.
Responsibilities:
- Troubleshoot, diagnose and resolve technical issues with equipment via telephone conversations or email correspondence with end users or service agents.
- Guide end users or service agents through corrective measures via phone or email correspondence.
- Identify and escalate support situations requiring urgent attention.
- Clearly and effectively communicate to resolve customer issues quickly and ensure the highest level of customer satisfaction.
- Assist in processing warranty claims and/or warranty returns.
- Strive for first call resolution and take ownership of customer needs and issues.
Requirements:
- Excellent oral and written communication skills
- Highly organized with strong knowledge of Microsoft Office applications and ERP systems, Infor XA a plus.
- Must demonstrate a strong technical background along with customer relations skill.
- Must have working knowledge of commercial cooking equipment and its effect of gas combustion equipment.
- Technical background should include electrical troubleshooting and reading of schematics.
- Experience troubleshooting and repairing STEAM equipment preferred; refrigeration experience a plus.
- Minimum of 2 years in a Technical Support role
