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The Technical Support Associate will report to the Technical Service Supervisory in our Denton, TX facility. This role is responsible for maintaining long-term, trusting relationships with our customers by offering end-to-end technical support. The TSA ensures proper follow-up and follow-through for successful resolution of customer inquiries to deliver an excellent customer experience for ESAB's internal and external customers.
Key Responsibilities:- Provides technical assistance expeditiously to domestic and international customers, end-users, and distributors in troubleshooting welding and cutting equipment problems via telephone.
- Actively listens to customers to understand their issues or concerns and gather information useful in providing recommendations and solutions to technical problems.
- Documents, logs, tracks, and follows through on customer issues using a ticketing system to ensure quick resolution of all calls daily.
- Explains highly technical details to customers using simple, understandable terms.
- Participates in continuous improvement projects to improve customer experience.
- Maintains an up-to-date knowledge of company products and services.
- Educates customers on the features of company products/services to minimize technical challenges.
- Follows up with customers to ensure their issues are completely resolved.
- Produces periodic summary reports of technical support trends to management.
- Projects a positive, professional image as a Company Representative.
- Makes decisions regarding credit, exchange, or free replacements for defective equipment to satisfy customers or distributors.
- Ability to effectively multitask and prioritize while demonstrating attentiveness, responsiveness, and a sense of urgency when dealing with customers.
- Provides timely feedback to technical support management regarding escalations, service failures, or customer concerns.
- Ensures all processes in the department comply with ISO 9001 standards or policies.
- A degree from a 2-year college/technical school or equivalent; or six (6) months to one (1) year related experience and/or training; or equivalent combination of education and experience.
- High school diploma or equivalent required.
- Strong problem-solving skills and analytical mindset.
- Proficient with Microsoft Office Suite or related software.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Able to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Ability to explain technical issues to technical and non-technical employees and customers.
- Demonstrates responsiveness and sense of urgency when dealing with customers.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.
- Must be able to access the internet to pull customer specifications from their websites when required.
- 3+ years of technical support service experience.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Professional and pleasant telephone manner.
- Fluent English.
