Technical Support Specialist - Level 1

About the role

Provide technical support (1st Level) for Zeiss Optical Hardware, ensuring timely resolution of customer issues through ticketing systems, CRM workflows, direct communication and in-house bench repair. Collaborate with internal teams to streamline support processes, contribute to quoting and documentation efforts, and assist in transitioning service workflows to necessary teams.

Responsibilities

• Interaction with customers requesting: Support including creation of service quotations for unplanned services
• Bench repair of customer optical sensors
• VDI services
• Additional tasks to support customer
• Provide expert advice by defining problem statement and solution path
• Customer Support
• Employee Support
• Product and Department Support
• Report on all products and point out possible problems and potential pitfalls of the product
• Escalate calls per company procedures
• Support of Technical Support Management to meet key departmental objectives
• Perform other duties and responsibilities as assigned by the supervisor
• Demonstrate ZEISS Core values (Serve, Empower, Act, Win)
• Foster and reinforce company initiatives, policies, and procedures

Requirements

• Associates or technical degree preferred in an engineering or related field
• Equivalent experience in the field of technical support / engineering accepted
• Experience in the field of technical support and / or software application of a minimum of 2 years preferred

Qualifications

• Able to work both independently and efficiently to meet deadlines and be able to work as part of a team when required
• Able to read and understand electrical schematics desired
• Must have excellent verbal and written communication skills
• Must have excellent problem solving skills with the ability to work independently from problem statement to solution
• Proficient in the use of standard tools including PC, MS Office (Word, Excel, and PowerPoint required, SAP, SAP-CRM.)
• Requires effective verbal and written communication skills
• Above average ability in the following skills: Problem solving/troubleshooting, Self-motivation, Time management

Skills

• Customer focus to drive customer satisfaction

Benefits

The company offers a comprehensive benefits package including Medical, Vision, Dental, 401k Matching, Employee Assistance Programs, Paid time off including vacation, personal, and sick days, and more!