Technical Service Specialist

Description General Summary and Purpose

The Technical Service Specialist is a core team member of the Customer Experience Department. The Technical Service Specialist will coordinate with cross functional teams to elevate customer issues. The Technical Service Specialist is an integral part of the customer experience as the first point of contact for support requests submitted to the support inbox. This team member will solve, escalatge, and follow up on customer support issues.

• Manage and respond to customer inputs by e-mail in a shared inbox or electronic ticketing system and by phone.
• Solve technical support requests for inquiries pertaining to an integrated hardware and software system in a timely manner.
• Escalate complex customer issues through the appropriate resolution channels.
• Collect and distribute feature requests and user feedback to the appropriate channels.
• Follow up to determine customer level of satisfaction with support solutions.
• Provide excellent customer service to a globally located clientele.
• Work with cross functional teams to distribute notices and updates to clients.
• Identify customer needs and make recommendations to Sales and Support Teams regarding customer experience improvements.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• 1+ years providing technical support to Stirling Ultracold customers.
• Ability to work independently within relevant technical support processes and systems with little to no supervision.
• In depth technical knowledge of Stirling product line(s)
• 4+ years’ experience in a remote Customer Support or Help Desk Role
• Excellent written and verbal communication skills
• Experience with Customer Service ticketing system, specifically Infor or similar.
• Experience with time sensitive customer issues.

• High School Diploma/GED
• 4-year university or junior college degree preferred
• Experience with HVAC, cryogenic or other refrigeration repair and/or technical support preferred.
• Experience with escalation protocols for critical customer issues preferred.