Job Details
Technical Support Associate
Summary Description
Responsible for providing high-level product-specific technical information and support to customers. Advises and recommends solutions to customers while presenting additional products and services as warranted.
Hours: Monday-Friday, 10am to 7pm EST
Main Responsibilities
- Provides technical support and troubleshooting for product lines through e-mail and phone to internal and/or external customers
- Interacts directly with clients/customers to resolve technical issues in a timely manner; uses knowledge and expertise to discern appropriate solutions
- Assists customers in implementing products and advises on their proper use
- Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers; records these resolutions for general use
- Tracks open customer issues and communicates the status to customers
- Order/determine replacement parts needed
Competencies & Skills
- Applies excellent judgment skills to properly evaluate situations and immediately provide effective solutions
- Effectively communicates information and responds to questions with vendors, internal and external customers, and other employees of the organization
- Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals
- Writes routine reports and correspondence
- Deals with problems involving several known variables in situations of complex nature
- Uses noncomplex and complex machines and equipment
- Proficient in relevant computer applications and ability to maneuver multiple systems at a time
- Ability to handle stressful situations appropriately
Education & Experience
- High school diploma or equivalent required
- Associate degree in electrical engineering, mechanical engineering, or a related field preferred
- Three to five years of experience in technical, product-focused customer service practices and principles
- Working knowledge of water pumps, HVAC systems or plumbing
DAB PUMPS is an equal opportunity employer and encourages workforce diversity.
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