About XSENSOR Technology Corporation
XSENSOR Technology Corporation is the world leader in Intelligent Dynamic Sensing. We develop innovative products for Continuous Skin Monitoring, Human Performance, Design & Safety Testing and Sleep Improvement. Our systems are used by industry leaders around the world. For more information, please visit XSENSOR.com
Job Description
The purpose of the Technical Support Specialist role is to initiate, maintain and improve the customer experience with XSENSOR products. Responsibilities of the role include first line support, quoting, follow-up, product training and troubleshooting & problem resolution.
Responsibilities:
Technical Support
- Assist in the setup of software, and hardware products, providing clarity to FAQ’ and basic to advanced troubleshooting
- Troubleshooting and resolve usability or technical related issues with the setup or ongoing use of the product
- Coordinate the return materials authorization process , for matters that cannot be resolved over the phone or via email and require product to be returned
Product & Sales Support
- Provide quotes for new sales leads that come in via Web, Email or phone
- Follow-up with new customers to ensure positive customer experience
- Provide training via virtual meeting, phone and periodically on site
- Maintain high level of fluency and expertise in XSENSOR products.
- Manage demo system delivery and return to customers.
Return Product Support
- Evaluate returned items in order to determine root-cause and disposition
- Provide remote or onsite support in the resolution of usability or technical related issues
- Complete repairs and create internal work orders for production repair/replacements
- Manage the workflow of product returns or replacements
- Generate quotes and work orders for on and off warranty repairs
On-Site Support (limited)
- Install systems and provide customer training
- Support subcontracted installation teams in the setup of systems
Qualifications & Experience
- Technical diploma in electronics, mechatronics IT or equivalent
- 1+ years’ experience in an electronics and/or software customer focused role
- Phone and email customer support experience
- On-site / customer facing support experience would be considered an asset
- Case Management and CRM software experience, preferably with Salesforce.com
Job Type: Full-time
Benefits:
- Dental care
- Extended health care
- Paid time off
- Vision care
Schedule:
Application question(s):
- Do you have a technical diploma with specialization in electronics, mechatronics IT or equivalent?
Experience:
- customer focused IT or consumer electronics: 1 year (preferred)
Work Location: In person
Expected start date: 2024-08-30
