tapco

Customer Support

• The Technical Support Team supports the product and software management systems that TAPCO provides.
• Duties involve interaction with a wide variety of established customer accounts, vendors, co-workers from all areas of the company, and the general public.
• As a front-line ambassador for TAPCO, you are relied upon to promote a positive customer experience and facilitate the smooth resolution of post-order issues.
• This position will operate in the office and, as it grows and develops, could support technicians up to 10% in the field.
• Ensures customer satisfaction by delivering outstanding service support, assisting and resolving a wide variety of requests in a timely manner, with an emphasis on building customer loyalty and profitability.
• Resolves issues to the customer’s satisfaction via phone-based assistance, remote support tools, and appropriate escalation as needed.
• Facilitate efficient resolution to post order issues.
• Troubleshoot and repair equipment including diagnosing electronic failures.
• Travels overnight for both in-state and out-of-state work / training up to 15% of the time.
• Work with service software to maintain a log for service cases.
• Monitors, prioritizes, and follows-up on all open service cases until resolved and closed.
• Communicates effectively with multiple groups and meets deadlines.
• Manages and follows up on all open service cases in ServiceNOW until resolved.
• Create ServiceNOW knowledge articles for important system operation information, troubleshooting, firmware/hardware updates or other support-related needs.
• Participates in a 24/7 on-call rotation and supports occasional after-hours work as operational needs require.
• Safely operate related tools and equipment.
• Operate related computer systems and software.
• Participates in ongoing company-wide continuous improvement.

Tech Support Specialist I