Customer Support Technician

Description

Atosa USA, Inc is a major manufacturer of commercial kitchen equipment, including everything from refrigeration, cooking equipment, to robotic fryers and more. For 10 years we have made a name for ourselves within the industry as a company that leads in innovation, in quality, and great service. Our company has an unyielding commitment to the society in which we operate and offers gratifying careers to self-motivated and talented individuals that can help us grow and set new standards in our field. We are actively recruiting the best and brightest candidates to join our company, and as a young and fast-growing company, we are presently searching for a new member to join our team.

Job Description

The Customer Support Technician is responsible for providing technical support and outstanding customer service to ensure a seamless experience for our valued customers. This role involves managing warranty claims, troubleshooting technical issues, and offering timely and accurate solutions. The ideal candidate will have a strong technical background, excellent communication skills, and a commitment to customer satisfaction. As a key member of the support team, the Customer Support Technician plays a vital role in maintaining customer trust and enhancing the overall service experience.

Responsibilities

• Provide comprehensive technical support to customers, encompassing troubleshooting, installation guidance, preventative maintenance instructions, and HVAC service and installation diagnostics.
• Thoroughly complete all necessary documentation for work requests, service reports, and related paperwork within prescribed timelines.
• Precisely document and record data received from customers and technicians in service reports, maintaining accuracy and comprehensiveness.
• Handle a significant volume of inbound calls from end users regarding warranty claims, delivering timely and helpful assistance.
• Address customer inquiries promptly and courteously, delivering accurate technical support pertaining to warranty claims and product issues.
• Assist customers in diagnosing equipment problems and guide them through potential solutions, including troubleshooting steps, part replacements, or service scheduling.
• Streamline the efficient processing of warranty claims, ensuring accurate recording and submission of all required documentation.
• Collaborate closely with various departments, including parts, sales, service dispatch, and technicians, to expedite the resolution of complex technical issues and customer concerns.
• Maintain meticulous records of customer interactions, technical solutions provided, and warranty claims for future reference.
• Educate customers on product knowledge and use best practices to optimize the longevity and performance of their equipment.
• Identify patterns in warranty claims and customer feedback to inform product quality enhancements and elevate customer satisfaction.
• Assist in the creation and maintenance of technical support documentation, manuals, and FAQs for customer reference.
• Stay updated on Atosa's product portfolio, technical specifications, and warranty policies.
• Offer feedback to management regarding prevalent customer issues and potential process improvements.
• Perform additional duties as assigned by the hiring manager.

Requirements

Qualifications

• High school diploma or equivalent required; technical certifications or relevant coursework preferred.
• Proven experience in a technical support or customer service role, with a preference for experience within a warranty department or the food service equipment industry.
• Strong technical aptitude and proficiency in troubleshooting complex commercial kitchen equipment, including HVAC service and installation knowledge.
• Ability to interpret and review equipment diagrams and specifications.
• Proficiency in Microsoft Office (Outlook, Excel, Word, SharePoint, and PowerPoint) or equivalent Mac software.
• Exceptional interpersonal and communication skills, both written and verbal, with the ability to convey technical concepts to non-technical customers effectively.
• Exceptional problem-solving and conflict resolution capabilities.
• Strong organizational skills and keen attention to detail.
• Customer-focused mindset, dedicated to delivering outstanding service.
• Familiarity with dispatch software or equivalent FSM/CRM/ERP systems.
• Ability to work independently and collaboratively within a team-oriented environment.
• Adaptability to evolve customer demands and shifting priorities.
• Effective time management skills, enabling efficient multitasking, prioritization, and meeting deadlines in a fast-paced, technology-driven service environment.

*This job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. *