Customer Support Specialist
Company Name:
Paramount Solutions Inc
OBJECTIVES:
The Customer Support Specialist, Middle East is responsible for ensuring the highest quality customer experience in all aspects of gas detection product services including iNet, rental, quoting and order processing. In support of Industrial Scientific's mission, the Customer Support Specialist delivers highest quality, best customer service; every transaction, every time.
The Customer Support Specialist will be responsible for serving customer needs.
ESSENTIAL DUTIES AND
Responsibilities:
The Customer Support Specialist, Middle East role include but are not limited to:
o Providing the best customer service via phone and internet as well as in person
o Prepare rental instruments to meet customer needs
o Provide quality telephone and email support with a high degree of customer service
o Maintain current knowledge of all product offerings and procedures in order to provide accurate solutions to customers
o Document customer information and a detailed problem/issue description of all support calls/emails into Oracle, Siebel, Salesforce.com or iNet systems. Track open tickets and keep tickets current and complete
o Execute proactive communications with callers throughout the analysis and resolution process
o Follow-up with customers to help to ensure customer satisfaction
o Provide quotation and iNet proposal support for Outside Sales, Distributors and End Users
o Respond to inbound requests via phone and e-mail including, but not limited to, quote and order status, part number support, product information, collateral requests, product lead times, expedites, pricing information, depot repair and field service information.
o Respond promptly and professionally to customer inquiries and concerns with focus on resolution in one contact
o Complete outbound customer calls for approval of estimates, follow-up, and other reasons as required
o Resolve order discrepancies, both pre and post shipment.
o Work with Manufacturing, Shipping, Technical Service, Sales and other departments to assure prompt and professional handling of customer orders, maintaining ownership to final resolution
The candidate may be directed from time to time by the manager to carry out other duties and responsibilities commensurate with his/her post, grade, knowledge and experience.
QUALIFICATIONS REQUIRED:
Demonstrated commitment to customer service
Ability to perform problem diagnosis/resolution via telephone or email for customers who possess varying degrees of technical understanding
Ability to prioritize multiple tasks and meet required deadlines
Strong attention to detail, outstanding resourcefulness, flexibility and the ability to work independently as well as within a team setting
Experience with Microsoft Windows - Outlook, Word and Excel
Must be willing and able to work some overtime, weekends, potential overnight stay (up to 25% of time), and available to be on-call after-hours based on business needs
Must have a valid driver's license and clean driving record
Must be able to follow all safety rules and wear all required safety equipment
Candidate must be able to speak fluent English
QUALIFICATIONS PREFERRED:
Working knowledge of Industrial Scientific products
Gas detection experience (sales, customer service, or technical support)
Knowledge of monitoring toxic and explosive gases
Basic knowledge of Oracle, Siebel and iNet systems
Additional language skills a plus
EDUCATIONAL AND/OR WORK
Experience:
Diploma or Degree in Any Field.Estimated Salary: $20 to $28 per hour based on qualifications.
Paramount Solutions Inc
OBJECTIVES:
The Customer Support Specialist, Middle East is responsible for ensuring the highest quality customer experience in all aspects of gas detection product services including iNet, rental, quoting and order processing. In support of Industrial Scientific's mission, the Customer Support Specialist delivers highest quality, best customer service; every transaction, every time.
The Customer Support Specialist will be responsible for serving customer needs.
ESSENTIAL DUTIES AND
Responsibilities:
The Customer Support Specialist, Middle East role include but are not limited to:
o Providing the best customer service via phone and internet as well as in person
o Prepare rental instruments to meet customer needs
o Provide quality telephone and email support with a high degree of customer service
o Maintain current knowledge of all product offerings and procedures in order to provide accurate solutions to customers
o Document customer information and a detailed problem/issue description of all support calls/emails into Oracle, Siebel, Salesforce.com or iNet systems. Track open tickets and keep tickets current and complete
o Execute proactive communications with callers throughout the analysis and resolution process
o Follow-up with customers to help to ensure customer satisfaction
o Provide quotation and iNet proposal support for Outside Sales, Distributors and End Users
o Respond to inbound requests via phone and e-mail including, but not limited to, quote and order status, part number support, product information, collateral requests, product lead times, expedites, pricing information, depot repair and field service information.
o Respond promptly and professionally to customer inquiries and concerns with focus on resolution in one contact
o Complete outbound customer calls for approval of estimates, follow-up, and other reasons as required
o Resolve order discrepancies, both pre and post shipment.
o Work with Manufacturing, Shipping, Technical Service, Sales and other departments to assure prompt and professional handling of customer orders, maintaining ownership to final resolution
The candidate may be directed from time to time by the manager to carry out other duties and responsibilities commensurate with his/her post, grade, knowledge and experience.
QUALIFICATIONS REQUIRED:
Demonstrated commitment to customer service
Ability to perform problem diagnosis/resolution via telephone or email for customers who possess varying degrees of technical understanding
Ability to prioritize multiple tasks and meet required deadlines
Strong attention to detail, outstanding resourcefulness, flexibility and the ability to work independently as well as within a team setting
Experience with Microsoft Windows - Outlook, Word and Excel
Must be willing and able to work some overtime, weekends, potential overnight stay (up to 25% of time), and available to be on-call after-hours based on business needs
Must have a valid driver's license and clean driving record
Must be able to follow all safety rules and wear all required safety equipment
Candidate must be able to speak fluent English
QUALIFICATIONS PREFERRED:
Working knowledge of Industrial Scientific products
Gas detection experience (sales, customer service, or technical support)
Knowledge of monitoring toxic and explosive gases
Basic knowledge of Oracle, Siebel and iNet systems
Additional language skills a plus
EDUCATIONAL AND/OR WORK
Experience:
Diploma or Degree in Any Field.Estimated Salary: $20 to $28 per hour based on qualifications.
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