Technical Support Representative

JOB SUMMARY:                                         
Technical Support Representative (TSR) provides phone and e-mail support to end-users and key customers of NDSSI imaging products. Must be able to competently and quickly determine problem resolution using available tools and own knowledge to provide the highest level of customer satisfaction. Must also be able to clearly document and reproduce all steps taken during problem resolution.

ESSENTIAL FUNCTIONS:

• Provides first and second tier support for NDSsi Imaging products
• Troubleshoot issues accurately and quickly via phone and email
• Diagnose, quote and advise customer of options
• Responsible for providing timely and accurate answers to our customer calls and emails regarding products and services.  These contacts include, but are not limited to:
1. Technical support and troubleshooting
2. Product, component and configuration questions
3. Requests for product documentation and specs
4. Status of orders, repairs and shipments
5. Return Authorization for repairs
6. Spare Part and Repair quotes
• Coordinate the return of defective or warranty products and parts as necessary by issuing RMAs, credits and exchanges and provide finance with complete & accurate documentation
• Process product loaners & advance replacements for customers
• Document all actions taken during problem resolution in both internal tracking and knowledge base systems
• Accurately document and update records in required systems; track daily service calls

POSITION REQUIREMENTS:

• Outstanding problem solving, troubleshooting and analytical skills         
• Demonstrated ability to communicate effectively, positively, and provide excellent customer service to all customers
• Must be a “team player” and work cooperatively with internal and external business partners
• Exhibit excellent oral and written communication skills
• Well organized with the ability to multi-task and prioritize workload while meeting deadlines and goals

EDUCATION/EXPERIENCE:

• 2 year college degree in a technical field or 4+ years of Customer Service Experience with data & technical experience
• 2 years Technical Support experience in call center required
• Experience with LCD, Video, Video Routing and Graphics technology
• Proficient in navigating through Windows to properly set-up and troubleshoot displays
• Customer Service experience in Medical products preferred

ADDITIONAL SKILLS AND KNOWLEDGE:

• Experience with CRM & ERP (specifically Salesforce.com & Microsoft Great Plains)
• Proficient in Microsoft Word, Excel, & PowerPoint

For consideration, please send your resume to careers@ndssi.com