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Atosa USA, Inc. · 2 months ago

Customer Support Technician

Flowery Branch,GA,US

Full-time

Onsite

New Grad, Entry Level

Atosa USA, Inc is a major manufacturer of commercial kitchen equipment, and they are seeking a Customer Support Technician to provide technical support and outstanding customer service. This role involves managing warranty claims, troubleshooting technical issues, and ensuring a seamless experience for customers.

IndustrialManufacturingRetail

Comp. & Benefits

Responsibilities

Provide comprehensive technical support to customers, encompassing troubleshooting, installation guidance, preventative maintenance instructions, and HVAC service and installation diagnostics

Thoroughly complete all necessary documentation for work requests, service reports, and related paperwork within prescribed timelines

Precisely document and record data received from customers and technicians in service reports, maintaining accuracy and comprehensiveness

Handle a significant volume of inbound calls from end users regarding warranty claims, delivering timely and helpful assistance

Address customer inquiries promptly and courteously, delivering accurate technical support pertaining to warranty claims and product issues

Assist customers in diagnosing equipment problems and guide them through potential solutions, including troubleshooting steps, part replacements, or service scheduling

Streamline the efficient processing of warranty claims, ensuring accurate recording and submission of all required documentation

Collaborate closely with various departments, including parts, sales, service dispatch, and technicians, to expedite the resolution of complex technical issues and customer concerns

Maintain meticulous records of customer interactions, technical solutions provided, and warranty claims for future reference

Educate customers on product knowledge and use best practices to optimize the longevity and performance of their equipment

Identify patterns in warranty claims and customer feedback to inform product quality enhancements and elevate customer satisfaction

Assist in the creation and maintenance of technical support documentation, manuals, and FAQs for customer reference

Stay updated on Atosa's product portfolio, technical specifications, and warranty policies

Offer feedback to management regarding prevalent customer issues and potential process improvements

Perform additional duties as assigned by the hiring manager

Qualification

Technical support experienceTroubleshooting skillsHVAC knowledgeTechnical certificationsMicrosoft Office proficiencyInterpersonal skillsProblem-solving skillsOrganizational skillsCustomer-focused mindsetTime management skillsAdaptability

Required

High school diploma or equivalent required; technical certifications or relevant coursework preferred

Proven experience in a technical support or customer service role, with a preference for experience within a warranty department or the food service equipment industry

Strong technical aptitude and proficiency in troubleshooting complex commercial kitchen equipment, including HVAC service and installation knowledge

Ability to interpret and review equipment diagrams and specifications

Proficiency in Microsoft Office (Outlook, Excel, Word, SharePoint, and PowerPoint) or equivalent Mac software

Exceptional interpersonal and communication skills, both written and verbal, with the ability to convey technical concepts to non-technical customers effectively

Exceptional problem-solving and conflict resolution capabilities

Strong organizational skills and keen attention to detail

Customer-focused mindset, dedicated to delivering outstanding service

Familiarity with dispatch software or equivalent FSM/CRM/ERP systems

Ability to work independently and collaboratively within a team-oriented environment

Adaptability to evolve customer demands and shifting priorities

Effective time management skills, enabling efficient multitasking, prioritization, and meeting deadlines in a fast-paced, technology-driven service environment

Preferred

Technical certifications or relevant coursework preferred

Experience within a warranty department or the food service equipment industry

Company

Atosa USA, Inc.

Atosa is a major manufacturer of commercial kitchen equipment, with a breadth of offering including refrigeration, cooking equipment, warming/holding equipment, stainless steel fabrication equipment, and much more.

Founded in 2012