Job Description
**Job Description:**
**Responsibilities:**
+ Support incoming phone calls and emails for US and Canada; showing a strong ability to follow internal company scripts, identify key details of the customer and problem and provide effective technical support in accordance with warranty, call-handling and general polices.
+ Act as an escalation resource for issues Field Engineers are unable to solve; completing a root-cause analysis and recommend follow-up actions.
+ Collect feedback on common product issues and skills gaps to support the management of continuous improvement.
+ Diagnose customer issues and ensure the proper FSE is dispatched with the correct parts and tools required to efficiently resolve the problem.
+ Complete all necessary paperwork accurately and on a timely basis in accordance with the company procedures.
+ Timely documentation of all customer conversations and related activities in our CRM system.
+ In addition to the duties listed a...
**Responsibilities:**
+ Support incoming phone calls and emails for US and Canada; showing a strong ability to follow internal company scripts, identify key details of the customer and problem and provide effective technical support in accordance with warranty, call-handling and general polices.
+ Act as an escalation resource for issues Field Engineers are unable to solve; completing a root-cause analysis and recommend follow-up actions.
+ Collect feedback on common product issues and skills gaps to support the management of continuous improvement.
+ Diagnose customer issues and ensure the proper FSE is dispatched with the correct parts and tools required to efficiently resolve the problem.
+ Complete all necessary paperwork accurately and on a timely basis in accordance with the company procedures.
+ Timely documentation of all customer conversations and related activities in our CRM system.
+ In addition to the duties listed a...
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