Customer Technical Services Representative

Provide timely phone/ email based customer technical support for Gravotech

Address customer inquiries through phone, email, chat and case management systems.

Diagnose and troubleshoot configuration, operation software, applications, hardware, firmware, software, and connectivity issues.

Support system configurations, performing remote diagnostics as needed.

Manage case lifecycle from intake to resolution, ensuring accurate documentation and follow-up.

Maintain customer records and track trends within the CRM platform.

Stay updated on technological developments and product changes to enhance service delivery.

Determine if parts are required, place quotes, part orders and request dispatches of Field Service Technicians.

Bachelor's degree in Computer Science, or a related field, desired

Previous experience in a call center or technical troubleshoot environment, desired

3+ years of experience in product troubleshooting with customers REQUIRED.

Mechanical and electronic repair background.

Proficient with remote diagnostic tools and device management platforms.

Skilled in troubleshooting and resolving non IT hardware, software, and system integration issues.

Understanding of network fundamentals and communication protocols.

Experienced with CRM and ERP platforms, including SAP, Salesforce, or Sugar.

Strong analytical and troubleshooting skills, able to manage multiple priorities efficiently.

Excellent written and verbal communication skills for technical explanations to non-technical users.