Technical Support Coordinator

Job Summary

The Technical Service Coordinator will provide first contact to end users by calling or emailing the Technical Support Department. Through a series of questions to initially ascertain the customer product issue, the TSC will make the decision as to whether the customer would be best serviced remotely or dispatched for an on-site visit via Field Service. The Technical Support Coordinator must facilitate the transfer of customer calls to the appropriate next-level service department. The Technical Support Coordinator must have excellent customer service orientation and the ability to work cross-functionally in a fast-paced, fast-paced environment. This individual is a highly motivated, positive, hardworking, honest person with the ability to manage and monitor.

About the Role

This is an onsite role, 5 days a week at our office in Dublin, CA. 6-hour work days with staggered start times between 5:00 AM - 9:00 AM. Duration: This is a 6-month contract role with possible full-time conversion.

Essential Functions

• Answering incoming service calls from ZEISS Customers
• Engaging with the customer to answer and ask technical questions that will allow the Technical Support Coordinator to decide as to whether the customer would be best served remotely or dispatched by a Field Support Engineer
• Ensuring that all information in calls is accurate and updating master data following established processes if necessary

Additional Responsibilities

• Maintain high levels of efficiency and accuracy
• Able to prioritize workload with multiple and conflicting timelines
• Maintain currency of, and adherence to applicable GMP and ISO 9001 processes and procedures
• Abide by state and federal employment laws
• Maintain attendance in line with Company standards

Requirements

• 2-Year associate degree in engineering or business, or three (3) years related experience in a Technical Support or Call Center role
• Ability to self-manage in a high-paced, high-energy environment
• Excellent customer service skills, via phone and email
• Strong multi-tasking skills with the ability to work in several system platforms (ERP, CRM, Specialized Software)
• Excellent written and verbal communication skills
• Highly organized individual
• Ability to problem-solve, and make decisions within established guidelines on behalf of ZEISS Customers
• Fast learner with ability to adjust quickly to situations that change frequently
• High degree of technical proficiency, excellent problem-solving skills, and analytical abilities required
• Excellent communication (written and verbal) and interpersonal skills required

Pay

The pay range for this role is between $25.00 - $31.00 per hour.