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Technical Application Specialist

Rang Technologies

This is a Full-time position in Tewksbury, MA posted July 30, 2021.

Title: Technical Application Specialist

Work Location Address: 2 Radcliff Road, Tewksbury, MA 01876

Contract: Contract

Shift: First Shift

Pay rate: $35/hr.

on W2.
Job Description:

Summary:

• The Technical Application Specialist is responsible for the providing technical and customer service support, primarily through telephone, email, and online support tools.

• The person in this role must demonstrate a high degree of customer ownership and exemplary and communication skill.
Responsibilities:

• Provide product support for customer inquiries regarding the field and safety instruments.

• Act as first and second-tier support for hardware, applications, and software problems.

• Triage and document requests.

• Act as a liaison for customer communications into service and repair departments.

• Provide status and update responses to customers for open issue tickets.

• Provide first and second-level product support to other customer facing departments, inclusive of marketing, sales associates, and order entry.

• Triage product information inquiries.

• Build technical support and knowledge-based tools to assist customers in identification of technical problems, and self-help resolution.

• Maintain a commonly asked questions forum, build technical notes and update standard documentation with troubleshooting guides.

• Monitor technical support trends and provide monthly reporting metrics to operations, service, and production.

• Identify and track customer satisfaction issues and utilize excellent customer care skills to communicate and manage customer satisfaction concerns.

• Utilize salesforce Case Management solutions to ensure accurate tracking and monitoring.

• Conduct product training for rental inquiries and orders

• Provide support to sales and marketing for demonstration units including calibration, application support and general working proficiency.
Skills:

• 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.

• Proven high degree of customer service and care aptitude.

• Strong technical or scientific aptitude with desire for learning and advancement

• A natural problem solver with resourcefulness, teamwork, and strong resolve

• Strong cross functional skills, with the ability to build consensus and alignment.

• Energetic colleague who is looking to advance their career in technical engineering, application development or field engineering.

• Experience in a customer or technical support organization

• Advanced knowledge of networking topologies

• Ability to handle high stress customer situations.

• Ability to be on a 24/7 after hours call rotation.
Education:

• Bachelor of Science, or equivalent work experience in a materials science, physics, chemistry, electronics, or related subject.

“We are an equal opportunity employer.

It is our policy to provide employment, compensation, and other benefits related to employment without regard to race, color, religion, sex, gender, national or ethnic origin, disability, veteran status, age, genetic information, citizenship, or any other basis prohibited by applicable federal, state or local law.”
Job Requirements:
Title: Technical Application Specialist Work Location Address: 2 Radcliff Road, Tewksbury, MA 01876 Contract: Contract Shift: First Shift Pay rate: $35/hr.

on W2.

  Job Description: Summary:
• The Technical Application Specialist is responsible for the providing technical and customer service support, primarily through telephone, email, and online support tools. 
• The person in this role must demonstrate a high degree of customer ownership and exemplary and communication skill.

  Responsibilities:
• Provide product support for customer inquiries regarding the field and safety instruments. 
• Act as first and second-tier support for hardware, applications, and software problems. 
• Triage and document requests.

• Act as a liaison for customer communications into service and repair departments. 
• Provide status and update responses to customers for open issue tickets.

• Provide first and second-level product support to other customer facing departments, inclusive of marketing, sales associates, and order entry. 
• Triage product information inquiries.

• Build technical support and knowledge-based tools to assist customers in identification of technical problems, and self-help resolution. 
• Maintain a commonly asked questions forum, build technical notes and update standard documentation with troubleshooting guides.

• Monitor technical support trends and provide monthly reporting metrics to operations, service, and production. 
• Identify and track customer satisfaction issues and utilize excellent customer care skills to communicate and manage customer satisfaction concerns.

• Utilize salesforce Case Management solutions to ensure accurate tracking and monitoring.

• Conduct product training for rental inquiries and orders
• Provide support to sales and marketing for demonstration units including calibration, application support and general working proficiency.

  Skills:
• 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.

• Proven high degree of customer service and care aptitude.

• Strong technical or scientific aptitude with desire for learning and advancement
• A natural problem solver with resourcefulness, teamwork, and strong resolve
• Strong cross functional skills, with the ability to build consensus and alignment.

• Energetic colleague who is looking to advance their career in technical engineering, application development or field engineering.

• Experience in a customer or technical support organization
• Advanced knowledge of networking topologies
• Ability to handle high stress customer situations.

• Ability to be on a 24/7 after hours call rotation.

  Education:
• Bachelor of Science, or equivalent work experience in a materials science, physics, chemistry, electronics, or related subject.

“We are an equal opportunity employer.

It is our policy to provide employment, compensation, and other benefits related to employment without regard to race, color, religion, sex, gender, national or ethnic origin, disability, veteran status, age, genetic information, citizenship, or any other basis prohibited by applicable federal, state or local law.”