Technical Support Representative

Role Overview

• Perform duties while meeting established team & individual goals (including but not limited to): Response time – average time to respond to a customer inquiry
• Resolution time – average time to resolve a customer issue
• 1st time resolution rate
• % of customer contact resolved during the first contact
• Lead generation – identify sales opportunities for customer to upgrade
• Provide quality verbal and written external communication within forms and via email with X-Rite’s customers, dealers, authorized service centers, and subsidiaries.
• Internal communication will include working with the sales force, Credit, Materials, Shipping, Engineering, and IT departments to provide reliable and timely service to X-Rite’s customers.
• Manage customer relationship with regard to calibration, operation, and troubleshooting of the instruments and software, via specified programs.
• Use specified computer applications to interpret, verify, enter, maintain, and follow orders through the system, to ensure accurate and expeditious processing.
• Raise issues to management when they can’t be easily resolved using standard procedures.
• Promote teamwork and positive interaction within and between teams and other departments.
• Work directly with the 2nd level Support Team: Escalating customer issues to the 2nd level team when necessary
• Provide feedback to the 2nd level team on new issues and potential new or updated Knowledge Base (FAQ) information
• Attend training sessions with 2nd level team to gain additional product and industry knowledge

Requirements

• High School diploma with a minimum of 3 years of technical customer service experience; Associate's or Bachelor's degree preferred
• Ability to learn and understand technical product and software applications.
• Proven interpersonal, verbal and written communication skills, and organizational skills for frequent internal and external customer contact.
• Fluency in a foreign language is a plus.
• Must be proficient with computers, use of PC, data entry, and word processing.
• Experience with call center phones is a plus.
• Must have ability to work effectively in a team environment.

Benefits

• Comprehensive benefits package (medical, dental, vision & more) eligible on day 1 of employment
• Annual bonus as well as annual salary review
• Permissive paid time off policy emphasizing flexibility and trust
• 14 paid Holidays!
• Training and development opportunities
• 401K savings plan + company match
• Tuition reimbursement
• Paid Parental Leave
• Veralto Wellbeing Program, with rewards
• Employee Assistance Program (legal, financial, and counselling resources)