Job Description

TECHNICAL SUPPORT

Blue Dot Safes is a growing manufacturer of safes and we are looking for an experience Technical Support Technician. Under general supervision, in a 24/7 in-bound call center environment, Technical Support Representatives will provide technical and dispatch related problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.

DUTIES AND RESPONSIBILITIES:

· Answer incoming calls from customers who require support for their safe and/or other security related product.

· Document each inbound call/email into company database.

· Deliver service and support to end-users via voice call, email, and third party software

· Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services

· Gather customer information and determine the issue by evaluating and analyzing the symptoms

· Knowledge on all company products and security product for proper troubleshooting/diagnostics.

· Diagnose and resolve technical hardware and software issues

· Research required information using available resources

· Follow standard processes and procedures

· Identify and escalate priority issues per client specifications

· Redirect problems to appropriate resource

· Accurately process and record call transactions using a computer and designated tracking software

· Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business

· Ability to communicate with Sales and Management in a professional manner to provide updates on the designated customer.

· Organize ideas and communicate oral messages appropriate to listeners and situations

· Follow up and make scheduled callbacks or follow up calls to customers where necessary

· Stay current with system information, changes and updates

· Ensures the accuracy of transactions

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships

Willingness to cooperate with others and work to the greater good

· Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

· Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.

· Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures

· Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.

· Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.

· Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.

· Track record of demonstrated results in the areas of service, achieving key performance measurements, and effective customer/employee relationship skills

· Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.

Company Description

Small mfg company in steel. We manufacture safes.