Job Description
Job Title: Technical Support Specialist
Job Description
The Technical Support Specialist provides expert technical assistance to customers across the US and Canada, handling incoming calls and emails while ensuring issues are diagnosed, documented, and resolved efficiently. This role acts as a key escalation point for complex field service problems, coordinates with Field Service Engineers, and ensures that the right resources, parts, and tools are dispatched to deliver timely and effective solutions. The specialist also supports continuous improvement by collecting feedback on recurring issues, contributes to technical training for internal teams and customers, and serves as a primary technical resource on both legacy and current products.
Responsibilities
+ Handle incoming phone calls and emails from customers in the US and Canada, following internal scripts and policies while identifying key details about the customer and their technical issues.
+ Provide ...
Job Description
The Technical Support Specialist provides expert technical assistance to customers across the US and Canada, handling incoming calls and emails while ensuring issues are diagnosed, documented, and resolved efficiently. This role acts as a key escalation point for complex field service problems, coordinates with Field Service Engineers, and ensures that the right resources, parts, and tools are dispatched to deliver timely and effective solutions. The specialist also supports continuous improvement by collecting feedback on recurring issues, contributes to technical training for internal teams and customers, and serves as a primary technical resource on both legacy and current products.
Responsibilities
+ Handle incoming phone calls and emails from customers in the US and Canada, following internal scripts and policies while identifying key details about the customer and their technical issues.
+ Provide ...
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