Technical Solutions Specialist (Tier 1- Support)
AquaPhoenix Scientific is an industry leader in SaaS offerings for the environmental and water treatment industries. We have an immediate opening for a Technical Solutions Specialist responsible for ensuring effective and timely assistance to customers utilizing our family of software and modem-based products and services.
This is a unique opportunity to join our expanding SaaS Product Team dedicated to providing a wide-range of support services to new and existing customers. This position serves as an initial point of contact and will speak directly with customers in the field seeking support and solutions.
The ideal candidate will have proven experience in customer service in a B2B setting, ideally in a software or technical environment. Must possess an ability to comprehend and diagnose issues remotely, seek and apply basic resolutions, and maintain a passion for effective customer communications. To ensure you have the best opportunities for success you will work in collaboration with technical and non-technical members of our SaaS team.
Other key responsibilities include:
Provide professional and reliable support to end users via email, phone, web connections.
Taking proactive measures to resolve basic technical and software connectivity issues; knowing when to advance issues to the next level.
Work closely with engineering, product development, IT, and sales teams to drive prompt resolution to a host of basic to complicated customer concerns.
Monitor all support related metrics including ticket backlog, average time to close, first response time, resolution time and ticket escalations.
Work cross- collaboratively with internal team members to bring resolve to customer concerns and inquiries.
Investigate and reproduce issues while providing solutions and workarounds to ensure continued technical operability in the field.
Take initiative to build customer relations through timely responses, effective solutions, and follow through.
Identify and analyze production issues from the field, providing feedback to internal software programmers/engineers.
Remain flexible to answer customer concerns infrequently during non-standard business hours, during periods of high call volumes, product migrations, and software updates, as needed.
AquaPhoenix Scientific considers applicants with diverse backgrounds, education, and work experience; however, applicants for the Technical Solutions Specialist position will frequently have a combined education and/or work experience that is a minimum of a high school diploma or equivalent and 2-5 years' work experience in a customer service role. Advanced training or a degree in a related field is welcomed.
Desired Candidate Characteristics includes: Great communication skills
Ability to actively listen
Problem solving skills
Attention to detail
Willingness to work together to build a solid customer focused team.
About Us:
AquaPhoenix is driven by a company culture that inspires a flexible, fun, 'can-do' approach to business. We are an industry leader in water testing kits and reagent manufacturing, as well as a distributor of thousands of testing products and supplies for a multitude of industries including industrial water treatment, cleaning & sanitation, oil & gas, environmental, water conditioning, and education.
If you are looking for a great work environment, competitive pay, bonus opportunities, career growth, and exceptional benefits that includes health, dental, vision, 401(k), STD/LTD, and generous paid time off consider a career with AquaPhoenix Scientific. We are an Equal Opportunity Employer that embraces diverse skills, perspectives and ideas that help our business grow. Minorities, females, protected veterans, and individuals with disabilities are urged to apply. For more information or to apply, please visit www.aquaphoenixsci.com.
