Technical Support Representative jobs in Sarasota, FL

• Formulate professional and timely technical responses to incoming support requests. Requests will arrive via telephone, Email, video call or Web form.
  
• Troubleshoot instrument-related (mechanical, electronic, all as software and data issues) and chemistry-related issues identified by customers.
  
• Assist customers with finding product related documents.
  
• Input customer questions, quality or warranty concerns and feedback into organizational database.
  
• Authorize, process, track and manage customer returns.
  
• Enter sales orders related to repairs, preventative maintenance services and/or other cross selling opportunities uncovered as part of the troubleshooting process.
  
• Develop, maintain, and use knowledge about products and applications.
  
• Document problem statements, troubleshooting steps and final resolution for each customer interaction.
  
• Work in conjunction with Quality to hand-off product non-conformance complaints while ensuring outputs of the Quality Management process are properly communicated/deployed to customers with known issues.
  
• Communicate potential sales opportunities by inputting feedback into organizational database.
  
• Provide feedback to product managers, sales and engineering about product improvements.
  
Participate in process improvement projects.

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Requirements

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
  
• Integrate lessons learned, experiment to find new solutions, and readily tackle unfamiliar tasks.
  
• Exceptional communication and organizational skills
  
• Experience with Customer Relationship Management (CRM) software and/or customer support ticketing systems
  
• General working knowledge of ERP systems
  
• Ability to read, analyze, interpret and generate technical procedures.
  
• Applied understanding of common scientific and engineering terminology
  
• Proficient in Microsoft Office
  
• Proven ability to build consensus and work effectively within a cross-departmental team.
  
Multilingual skills a plus, particularly Spanish

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• 2 years experience in a customer service related field
  
Bachelors degree in a Science or Engineering-related field

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Benefits

• Medical, Dental and Vision Insurance. Eligibility for insurance is the 1st day of the month following the date of hire.
  
• 401k program with up to 5% company match, eligible at the start of the first quarter after twelve (12) months of employment.
  
• Short Term Disability Insurance
  
• Long Term Disability Insurance
  
• Life Insurance
  
• Tuition Assistance Program
  
• PTO
  
• Nine (9) Holidays
  
• Annual Sick & Bereavement Leave
  
• Annual Wellness Leave