Partner with customers seeking support to answer technical questions and resolve hardware and software issues Research and identify solutions to customer issues and questions Diagnose and troubleshoot technical issues, including guidance on proper use of hardware and software Ask customers targeted questions to quickly understand the root of the problem Track issues through to resolution in a timely manner within specified times Walk customers through a series of actions until they’ve solved a technical issue Properly escalate unresolved issues to appropriate internal teams Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate technical solutions and answers to questions Ensure all issues are properly logged and managed in the technical support system Prioritize and manage several open issues at one time Document technical knowledge in the form of technical tips, frequently asked questions and other resources for the website
RequirementsA technical background in science or engineering. Expertise in optical spectroscopy instrumentation and applications is preferred but not required. Outstanding oral and written communication skills to ensure customer issues are resolved in a clear, understandable manner whether interacting with the customer on the phone, via live chat or email.Ability to multitask and move quickly from one customer issue to the next by taking ownership of each issue until a resolution is reached. Love of troubleshooting and problem solving for issues related to hardware and software as well as providing guidance and training for proper use and best practices. Excellent English listening and speaking skills, Japanese or Korean and other language skills are preferred.