Technical and Customer Support Associate - New Delhi, India - Lovibond
Description
Job DescriptionJOB SUMMARY:
The Product & Applications Group is a specialized team within the Marketing Department that is responsible for supporting the Lovibond brand and its programs by providing accurate and timely product and application support to internal and external customers.
This position will be the first point of contact for troubleshooting enquiries from end users on instrument use, applications, maintenance, and best practices.
The Technical Support Representative will work closely with members of the Marketing, Sales, Quality and Operations teams to ensure that customer issues are solved and that Lovibond provides an excellent level of customer service and supportDuties/Responsibilities:
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.
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.
Provide feedback to product managers, sales and engineering about product improvements.
Participate in process improvement projects.
Requirements
Skills & Knowledge:
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
Education, Experience, and/or Certifications:
2+ years experience in a customer service related field
Associates degree in a Science or Engineering-related field preferred
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.
Long
Term Disability Insurance
Life Insurance
Tuition Assistance Program
PTO
Nine (9)
Holidays
Annual Sick & Bereavement Leave
Annual Wellness Leave
Requirements
Skills & Knowledge:
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 SpanishEducation, Experience, and/or Certifications:
2+ years experience in a customer service related field Associates degree in a Science or Engineering-related field preferred