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PFU · 15 hours ago

Technical Support Engineer

United States

Full-time

Remote

New Grad, Entry Level

$25/hr - $25/hr

PFU America, Inc. is seeking a Technical Support Engineer to provide high quality, first level technical support to external customers and value-added resellers. The role involves resolving customer issues, maintaining satisfaction levels, and ensuring thorough documentation of support interactions.

ContentInformation TechnologyInfrastructure

Responsibilities

Provide exceptional technical support to PFU America, Inc.’s customers and value-added resellers, including instruction on proper usage of our scanning equipment and software applications, along with applicable follow-up with previously assisted customers

Independently demonstrate initiative to increase knowledge of the company’s scanning products, software solutions, and troubleshooting techniques by reviewing and understanding resolution details of previously escalated calls

Perform independent lab study, and keeping current on reviewing newly published and/or updated Knowledgebase content

Resolve customer issues over the phone and/or chat and email using proper troubleshooting techniques, diagnosis, proprietary applications, the company’s Knowledgebase and Troubleshooting Checklists

Demonstrate good judgement to ensure efficient escalation of support requests when reasonable troubleshooting efforts have been exhausted at the first level

Meet monthly Customer Satisfaction and Net Promoter Score objectives

Meet monthly department utilization rate by effectively managing activities to be productive in between customer contacts

Demonstrate awareness of individual phone behaviors to ensure availability to accept inbound customer interactions in an efficient manner, along with effective management of refused call mitigation, and post-call administrative time

Meet or exceed expected levels of cases logged against inbound customer interactions received along with capturing of symptoms and resolutions with accurate technical details as measured monthly

Ensure that cases logged include thorough documentation of all customer details, product information, troubleshooting notes, and diagnostic results in TAC database

Manage individual work queue to mitigate prolonged aging, along with appropriate actions to ensure the customer issue(s) are resolved to their satisfaction

Effectively apply relevant knowledgebase content to qualify escalations for service or next level support assistance

Communicate in a productive, professional, and technical manner with all support calls to provide effective solutions to our customers with no compromise to quality of support

Explore opportunities with our customers by creating value of product refreshes, software solutions, while highlighting our service and trade-in programs to generate sales leads

Perform outreach efforts on previously closed cases to ensure solutions have been solidified and customer is satisfied with the resolution

Proactively assist in queue calls when staffing levels are in jeopardy, while effectively prioritizing task activities

Secure consent on customer interactions to log end user e-mail addresses to provide optional, post-technical support surveys for measurable feedback

Attend departmental and companywide meetings

Participate in special projects to improve department efficiency and productivity as assigned by management

Assist in product registration for customers as needed

Actively participate in developmental opportunities to progressively improve product, procedural, and customer engagement techniques as scheduled

Complete all training courses before defined company deadlines

Know and comply with all company and department policies and procedures

Qualification

Technical supportTroubleshooting techniquesKnowledgebase managementCustomer satisfactionCommunication skills

Required

Provide exceptional technical support to PFU America, Inc.'s customers and value-added resellers, including instruction on proper usage of our scanning equipment and software applications, along with applicable follow-up with previously assisted customers

Independently demonstrate initiative to increase knowledge of the company's scanning products, software solutions, and troubleshooting techniques by reviewing and understanding resolution details of previously escalated calls

Perform independent lab study, and keeping current on reviewing newly published and/or updated Knowledgebase content

Resolve customer issues over the phone and/or chat and email using proper troubleshooting techniques, diagnosis, proprietary applications, the company's Knowledgebase and Troubleshooting Checklists