Equity Staffing Group Hiring for Technical Applications Specialist (Help Desk Lvl 2) Job-012193 Job at Tewksbury, MA Full Time

Equity Staffing has an exciting new opportunity as a Technical Applications Specialist! The Technical Applications Specialist is responsible for providing the second-tier technical and customer service support for our handheld safety and security products line, primarily through telephone, email, and web-based support tools. The person in this role must demonstrate a high degree of customer ownership and exemplary customer service and communication skill.

Location: Tewksbury, MA- 100% onsite
Must be fully vaccinated (2 shots)
Pay: $30-$35/hr

Responsibilities:

• Provide technical and product support for inbound customer and prospect inquiries regarding the safety and security instruments. Act as a second-tier technical support engineer for hardware, applications and software problems. Triage inbound technical support requests and provide escalation and documentation support to other service and support personnel.
• Act as a centralized liaison for customer communications into service and repair departments. Provide status and update responses to customers for service and open issue tickets.
• Provide first and second-level product support to other customer facing departments, inclusive of marketing, regional sales associates and order entry. Triage general in-bound product information inquiries.
• Create technical support and knowledge-based tools to assist customers in identification of technical problems, and self-help resolution. Maintain a commonly asked questions forum, create technical notes and update standard documentation with troubleshooting guides.
• Monitor technical support trends. Identify and track customer satisfaction issues, and utilize excellent customer care skills to communicate and manage customer satisfaction concerns.
• Utilize Case Management solutions to ensure accurate tracking and monitoring.
• Conduct web-based and phone-based product training for rental inquiries and orders
• Provide support to sales and marketing for demonstration units including calibration, application support and general working proficiency

Qualifications:

• 2 years associates, or equivalent work experience in a materials science, physics, chemistry, electronics or related subject.
• Strong preference for prior experience in Raman, FTIR and NIR spectroscopy or related analysis tools
• Strong verbal and written communication skills, including communications with a global, culturally diverse clientele.
• Demonstrated high degree of customer service and care aptitude
• Strong technical or scientific aptitude with keen desire for learning and advancement
• A natural problem solver with tenacity, collaborative negotiation and strong resolve
• Strong cross functional skills, with the ability to create consensus and buy-in.
• Energetic individual who is looking to advance their career in technical engineering, application development or field engineering
• Prior experience in a customer or technical support organization
• Knowledge of networking topologies
• Ability to manage high stress customer situations

Job Types: Full-time, Contract

Pay: $30.00 – $35.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Tewksbury, MA 01876: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years of experience with Raman?

Education:

• Associate (Required)

Work Location: One location