WHAT ARE YOU GOING TO DO
In this role you will be providing remote and on-site support for Voortman USA, resolving technical issues, maintaining customer records, and delivering regular reports.
Accountable for answering high volume of calls from customers or field staff requesting technical support
Prioritizes service delivery by actively listening to customers or field staff issues and provides helpful guidance to work toward a resolution
Responds to and archives incoming emails
Investigates machine malfunctions while gathering information to share with the Engineering Department for continuous improvement of customer experience
Provides remote online customer support via third-party web-based software applications such as but not limited to TeamViewer, Microsoft Teams, and similar platforms
Creates, updates, and distributes required status reports
Ensures accurate and timely updating of customer information in SalesForce
Completes reports on a weekly basis
Conducts regular meetings and occasional site visits with customers to assess their continued challenges, address any additional concerns, and provide tailored solutions to solve their problems
Provides feedback from customers to internal stakeholders to drive product improvements and enhancements Additional duties as assigned by management
WHAT WE OFFER
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Results-driven customer support specialist skilled in troubleshooting technical challenges, improving service delivery, and providing exceptional support in fast-paced environments
What is your preferred work location?
WHAT WE ASK
A valid driver's license, passport, and the ability for international travel required
High school diploma or equivalent needed
Must be able to read electrical, hydraulic, and mechanical drawing or manuals
Strong problem-solving abilities to analyze potentially complex issues, identify solutions, and implement them effectively
Preferred: A driven, customer-centric mindset with professional experience working in the computerized numerical control (CNC) machinery industry at a minimum two years required
Must have excellent communication ability including being able to speak, read, and write the English language to interact effectively with internal and external customers mandatory
Computer proficiency (i.e., Microsoft Office \u2013 Word, Excel and Outlook, Teams, etc.) at least two years
Must be able to work in a sometimes noisy, collaborative team environment
Experience using SalesForce application a plus
WHAT ARE YOU GOING TO DOIn this role you will be providing remote and on-site support for Voortman USA, resolving technical issues, maintaining customer records, and delivering regular reports.Account