Veralto

Technical Support Representative

Veralto

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $55,000 - $60,000 per year

About the role

  • Perform duties while meeting established team & individual goals (including but not limited to): Response time – average time to respond to a customer inquiry
  • Resolution time – average time to resolve a customer issue
  • 1st time resolution rate - % of customer contact resolved during the first contact
  • Lead generation – identify sales opportunities for customer to upgrade
  • Provide quality verbal and written external communication within forms and via email with X-Rite’s customers, dealers, authorized service centers, and subsidiaries.
  • Internal communication will include working with the sales force, Credit, Materials, Shipping, Engineering, and IT departments to provide reliable and timely service to X-Rite’s customers.
  • Manage customer relationship with regard to calibration, operation, and troubleshooting of the instruments and software, via specified programs.
  • Use specified computer applications to interpret, verify, enter, maintain, and follow orders through the system, to ensure accurate and expeditious processing.
  • Raise issues to management when they can’t be easily resolved using standard procedures.
  • Promote teamwork and positive interaction within and between teams and other departments.
  • Work directly with the 2nd level Support Team: Escalating customer issues to the 2nd level team when necessary
  • Provide feedback to the 2nd level team on new issues and potential new or updated Knowledge Base (FAQ) information
  • Attend training sessions with 2nd level team to gain additional product and industry knowledge

Requirements

  • High School diploma with a minimum of 3 years of technical customer service experience; Associate's or Bachelor's degree preferred
  • Ability to learn and understand technical product and software applications.
  • Proven interpersonal, verbal and written communication skills, and organizational skills for frequent internal and external customer contact.
  • Fluency in a foreign language is a plus.
  • Must be proficient with computers, use of PC, data entry, and word processing.
  • Experience with call center phones is a plus.
  • Must have ability to work effectively in a team environment.
Benefits
  • Comprehensive benefits package (medical, dental, vision & more) eligible on day 1 of employment
  • Annual bonus as well as annual salary review
  • Permissive paid time off policy emphasizing flexibility and trust
  • 14 paid Holidays!
  • Training and development opportunities
  • 401K savings plan + company match
  • Tuition reimbursement
  • Paid Parental Leave
  • Veralto Wellbeing Program, with rewards
  • Employee Assistance Program (legal, financial, and counselling resources)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical customer servicedata entryword processingtroubleshootingcalibrationsoftware applicationscall center experiencecustomer relationship managementissue resolutionlead generation
Soft Skills
interpersonal skillsverbal communicationwritten communicationorganizational skillsteamworkpositive interactionproblem-solvingadaptabilitycustomer focusfeedback provision
Certifications
High School diplomaAssociate's degreeBachelor's degree