Customer Support Technician

Company: Manchac Technologies LLC
Location: Alexandria
Posted on: January 12, 2022

Job Description:

Are you interested in working for a local, fast-growing company that provides a fun and supportive environment? Do you enjoy building relationships and solving problems? If so, this is the career for you.

Purpose
The Customer Support Technician for Manchac Technologies' purpose is to provide effective technical customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicate effectively with team members and customers. Required to maintain and manage customer information using tools and applications provided by the company. Will assist in developing training materials.

Essential Duties & Responsibilities:

Handle incoming calls from customers and provide step-by-step guidelines for the resolution of product issues.
Actively listen to customers to understand their issues or concerns.
Document and track customer issues using a ticketing system to ensure quick resolution.
Provide customers with status update via phone calls.
Follow-up on customers to ensure their issues are completely resolved.
Maintain an up-to-date knowledge of company products and services.
Install, configure, and troubleshoot systems manufactured by Manchac Technologies.
Educate customers on the features of company products/services to minimize technical challenges.
Create sales order for replacement parts.
Dispatch Manchac and 3rd party technicians.
Guide and direct the activities of less experienced tech support personnel.
Produce periodic reports of technical support operations to company management.
Ensure compliance with service agreements.
Prepare and submit work orders, handoff documentation, expense reports and timesheets to the respective departments.
Travel will be occasional.

Education & Experience:

Associates degree in business or technical field is preferred
Minimum three (3) years of experience or equivalent combination of education/experience will be considered
Proven customer service experience, technical environment preferred
Experience with pharmaceutical automation a plus but not required
Intermediate or advanced MS Office skills

Other Skills & Abilities:

Proven technical aptitude for mechanisms and computers (education, experience, hobbies)
The capacity to clearly explain a technical problem to a customer/colleague.
Superb interpersonal skills as you will regularly be in contact with colleagues and/or customers
Must be able to work independently with little supervision and meet productivity requirements
The ability to prioritize your workload
Strong phone and verbal communication skills along with active listening, attention to detail and logical thinking
Excellent problem-solving skills
The capacity to work well within a team
Ability to work rotating on-call
Ability to work Monday - Saturday as position dictates
Ability to work 7 a.m. - 7 p.m. as position dictates


Note:
The offer will be contingent upon satisfactory completion of a background check and preemployment drug screen.
Manchac is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, gender identity, sexual orientation, national origin or citizenship status, age, disability, genetic information or veteran's status.PI160492851

Keywords: Manchac Technologies LLC, Alexandria , Customer Support Technician, Professions , Alexandria, Louisiana