Strategic Priority Equipment Support Agent, f'real

PURPOSE STATEMENT

As a Strategic Priority Equipment Support Agent, the primary purpose of this role is to deliver elite-level technical support, ensuring optimal customer satisfaction through efficient problem resolution and proactive case management. The incumbent will play a pivotal role in on-site visits, hands-on technical support, and comprehensive equipment training, contributing to a seamless customer experience. This position requires a candidate with a strong technical background, proven problem-solving abilities, and excellent collaboration skills to work closely with cross-functional teams, customer experience managers, and marketing teams. The Strategic Priority Support Agent will also be responsible for staying up to date on industry trends, conducting data analysis to identify areas for improvement, implementing quality assurance processes, and generating cost reports for continuous optimization. The ultimate goal is to uphold service standards, enhance customer interactions, and contribute to the overall success of the organization.

KEY ACCOUNTABILITIES/OUTCOMES

Technical Support:
•    Provide elite-level technical support through various channels, including phone calls, text messages, and emails.
•    Address and resolve complex technical issues efficiently to ensure customer satisfaction.
Problem Resolution:
•    Employ advanced problem-solving skills to diagnose and resolve intricate technical issues, collaborating with cross-functional teams when necessary.
Case Management:
•    Effectively manage and document customer cases, ensuring accurate and thorough records of all interactions and resolutions.
Occasional On-Site Visits:
•    Undertake occasional travel for on-site visits for hands-on technical support and relationship-building.
Equipment Training:
•    Collaborate with the training manager in order to deliver comprehensive training sessions on the proper usage, maintenance, and troubleshooting of equipment.
Collaboration:
•    Collaborate closely with the sales team to understand customer needs and provide technical insights.
•    Work closely with customer experience managers and marketing teams to ensure a seamless customer experience.
Product Training:
•    Stay up-to-date with product knowledge and equipment trends to provide effective training to customers and internal teams.
Quality Assurance:
•    Implement and monitor quality assurance processes to uphold service standards and ensure a consistent and high-quality support experience.
Feedback Collection:
•    Proactively gather customer feedback on support interactions and use this information to drive continuous improvement.
Data Analysis:
•    Analyze support data to identify trends, recurring issues, and areas for improvement.
Cost Reporting:
•    Generate and analyze reports related to support costs, identifying opportunities for cost optimization without compromising service quality.

KNOWLEDGE/SKILLS/EXPERIENCE

• Bachelor's degree in a relevant field preferred or equivalent related work experience 
• 1+ years of proven experience in technical support with a focus on elite-level customer service.
•  Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.  Ability to travel occasionally for on-site support.
• Familiarity with relevant technologies and industry best practices
• Mandatory in-office presence on Tuesday, Wednesday, and Thursday and working remotely on other days, demonstrating proficiency in managing responsibilities through virtual collaboration tools.
• Ability to undertake occasional travel for on-site visits, which may involve hands-on technical support and relationship-building activities.
• Ability to build relationships
• Physically capable of providing on-site technical support when required. This may involve standing, walking, and engaging with equipment in different environments. 

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