Laborie is looking for a Technical Service Representative II to provide excellent customer experience by supporting customers with technical issues for all products offered by Laborie.
Requirements
- Minimum of 2 years of technical support experience, with excellent telephone, verbal, and written communication skills; fluent in English (written and verbal).
- Strong knowledge of PC operating systems, applications, and general technologies.
- Solid understanding of pumps, pressures, and scales, along with hands-on experience in mechanical and hardware inspections and troubleshooting.
- Proven ability to analyze and resolve complex technical problems while effectively communicating with customers.
- Experience troubleshooting Bluetooth-enabled devices and printers.
- Experience working with SAP or other ERP systems.
Responsibilities
- Troubleshoot customer issues via telephone, email, and remote access by gathering information, identifying the problem, and working to resolve it efficiently.
- Maintain and record issues in a clear and concise manner using the Technical Support Center tools and ERP systems (SAP) following our Quality Management system (QMS) procedures.
- Create Return Merchandise Authorizations and replacement orders through the Laborie ERP (SAP) system when required
- Follow-up with customers to make sure their replacement materials are working, and customer is satisfied.
- Work with other technical support team members, the repair department and field technicians to service the customer’s needs.
- Maintain technical knowledge and learn new products as required and maintain adherence to LABORIE specified Service Level Agreements (SLAs) to meet customer expectations.
- Complete all training requirements on time and document according to our Quality Management System (QMS).
Other
- Serve as the primary representative in the Tier 1 queue, promptly answering customer calls and addressing inquiries in a timely manner.
- Multitask effectively during busy times; exercise patience and professionalism during stressful situations and when dealing with clients; Escalate problems following the escalation process as required.
- Demonstrated strengths in time management, planning, prioritization, and administration.
- Strong ability to collaborate effectively within and across teams.
- Bilingual in French or Spanish.
