Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. We have a focus on sustainability with over 70% of our products currently certified as having a Net Positive impact on the environment. Our award-winning office products – seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 40 years.
Overview
The Technology Support Specialist is responsible for providing technical support to meet customer service requirements. This position will be responsible to guide customers, internal and external, through troubleshooting steps & diagnostic processes, which may include using diagnostic tools and software
Responsibilities
Handle all facets of the customer’s tech support experience for their dedicated territory
Be the subject matter expert for Technology Products
Provide daily technical support services for technology products for both internal and external customers
Identify, diagnose, troubleshoot, and solve customer problems, addressing concerns before escalating for product replacement
Troubleshoot technical problems with hardware and software, such as connectivity, programming, resetting
Educate customers on the features of company products/services to minimize technical challenges
Respond to Tech Support Inquiries via phone, email, chat, video call, or in-person (if required)
Document and track customer issues using ticketing system to ensure quick resolution
Follow-up with customers to ensure their issues are completely resolved
Assist/Train 3rd party tech requests
Report Defects/Customer Complaints
Track and report technical/quality related issues
Meet with quality and product management to review solutions, current and past issues, and updated troubleshooting requirements
Partner with the project managers to support their needs
Pre/Post technical support and training coordination
Day 1 on-call support for large or complex installations of technology
Compile and report on all critical information for supervisor assigned tasks
Additional customer service requests as needed and assigned by immediate supervisor
Assist with support ticket overflow, primarily focused on area of expertise
Assist all customers in a manner that will create an effortless experience
Actively listen to customers to understand their issues or concern
Adhere to Humanscale procedures and standard operating processes
Identify policy gaps and escalate requests as needed
Educate customers, internally and externally, on tech warranty policies
Identify and escalate high priority issues to manager and appropriate teams
Maintain comprehensive knowledge of all existing and new Humanscale products
Understand how installations and warranty repairs are conducted for all Humanscale products, and how they relate to technology products
Demonstrate a positive attitude with dealers, customers, sales, management, and other co-workers
Be a catalyst for continuous improvement
Prevent future issues from arising by assessing trending issues and partnering with sales reps, peers and manager to create or modify process to address at the root cause
Proactively suggest solutions based on past resolutions and experience
Qualifications
Minimum two years of sales, customer service and/or related technical experience
Excellent verbal and written communication skills
Able to explain highly technical details to customers using simple understandable terms
Quick learner and problem solver; able to seek out solutions autonomously
Able to decipher ambiguous situations and identify the proper path
Strong organizational, time management, and prioritization skills
Proven ability to partner with others to accomplish goals
Technology product knowledge
High school diploma or equivalent
COMPUTER SKILLS
Proficiency in MS Office
WHAT WE OFFER
Competitive base
Medical Benefits (Medical, Dental, Vision)
HSA, FSA, Commuter Benefits
Medical Discounts
Ancillary Benefits
Accident, Critical Illness, Hospital Insurance
Voluntary, Spouse, and Child Life Insurance
Pet Insurance
Employee Discount Programs
401k matching
Paid time off (including 15 PTO days and 10 holidays)
Hourly Range: $21.29 - $31.05
Please note that the salary information is a general guideline. Humanscale considers other factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market location and business considerations when extending an offer.
Humanscale is an Equal Opportunity Employer (M/F/Disabled/Veteran)
