Technical Help Desk

JOB DESCRIPTION

Hybrid role
- Monday and Friday are WFH.

• Act as the first line of contact for troubleshooting problems with 3D TRASAR and Nalco field equipment.
• Provide live phone support to field representatives on standard equipment and e-catalog products referencing specifications, product literature, and pricing.
• Communicate with customers regarding pricing, warranty, and equipment parts utilizing SAP.
• Track phone calls and email support tickets using Service Now.
• Provide technical guidance to product marketers, R&D, and commercialization teams in assigned technology areas.
• Support team vision, goals, and metrics.
• Collaborate with the Level 2 team on escalated issues.

• Work week and shift:
  Monday‑Friday, 8:30 am‑5:00 pm
• Location:
  
  Naperville, IL

• High school diploma or equivalent
• 1‑2 years of technical experience
• Basic knowledge of PLCs and electrical components
• 2‑5 years of customer service or contact center experience or relatable field
• Strong communication skills
• Strong organizational skills and attention to detail
• Must be 18 years of age or older
• Must be authorized to work in the U.S.

• Bachelor’s degree or comparable technical experience is preferred.
• Ability to analyze and decipher data in a spreadsheet in a logical manner
• Experience working with Microsoft Office Suite and SAP
• Have clear understanding of industrial electrical and mechanical systems
• Ability to manage multiple projects
• Strong consultative skills
• Proven ability to lead conversations with confidence, and clarity
• Ability to work well in high pressure situations with a positive resolution
• Work efficiently against deadlines