Polara is looking to provide world class technical support to customers by resolving product and installation issues, ensuring customer satisfaction, and developing content for training tools and technical bulletins.
Requirements
- High technical acumen with electronics and traffic and pedestrian safety hardware and software systems.
- Strong understanding of traffic signal control technologies.
- Technical writing skills
- Ability to explain technical products to non-technical and technical audiences.
- Solid problem-solving skills.
- Ability to work collaboratively with cross-functional teams and field application engineering team to meet customer needs.
- Experience with MS Office, HubSpot CRM, and ERP software systems
Responsibilities
- Conduct technical support, primarily via telephone and email, directly with customers to diagnose and resolve product and installation issues.
- Work closely with the engineering and marketing teams to develop content for training tools, manuals, knowledge portals and technical bulletins.
- Use a ticketing system to open, track and close customer issues.
- Provide necessary reports and feedback to product marketing and engineering to develop requirements and requests for product modifications that are frequently requested by customers and either fix issues or enhance the ease-of-use or functionality of the product(s).
- Demonstrate proficiency in MS Office, HubSpot CRM, and other internal software systems for generating reports, maintaining records, and communicating internally.
- Using the ERP software system, the Technical Support Representative will Preparing Return Merchandise Authorization (RMA) sales orders and work with RMA repair team to ensure reworked or new RMA orders go out to the customer in a timely manner.
- Train internal personnel, distributors, and customers on Polara products and positioning with respect to our competition.
Other
- High school diploma or GED mandatory, bachelor's degree is highly preferred.
- Excellent interpersonal and communication skills, with the ability to effectively interact with customer and internal teams.
- Ability to work independently, take action, and be results-oriented.
- Ability to learn, adapt, and manage product lines
- Occasional travel to job sites or other corporate facilities for training may be required.
