Maintain and repair industrial pneumatic, electric, and mechanical equipment, including CNC Lens Generators, Blockers, Surfacers, and Ancillary Equipment by using technical drawings/ schematicsTroubleshoot, recommend, and perform required repairs, requisitions, and replacementsDevelop and maintain strategies that ensure the best customer support and satisfaction level possibleTravel to client locations to install equipment, train staff on equipment and repair equipmentUtilize ticketing system to notate client account to provide accurate documentationEducate end users and colleagues about procedures, tools, and products necessary to promote optimal equipment performanceBuild and configure workstations

Assist end users of the client's technical products or servicesTroubleshoot end users’ technical issues, including hardware, software, networking, or other designated tasksEscalate technical issues to tier 2 support as necessaryFollow up with end users to ensure system functionalityIdentify, investigate and research to provide a timely response to end user’s requestsDemonstrate active listening to exceed end user’s expectations in a timely mannerProvide detailed account notation as required

Provides advanced support by handling complex customer cases, while under minimal supervisionRespond to escalated and unresolved calls, and questions from less experienced Technical Support AdvisorsIdentify, investigate, research and provide resolution on user questions and problems, including hardware, software, networking, or other designated client productsCoach and train support professionals in technical skills, customer service, and applicable processes, assist with support professional technical development by evaluating the performance and providing appropriate feedback, act as an escalation point in the absence of a team leaderEnsure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)Extensive knowledge of the organization, products, and/or services is requiredProvide reporting analysis as necessary

Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problemsTroubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client productsFollow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as neededSolve problems that are generally unstructured and require extensive use of conceptual thinking skillsEnsure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)Greet customers in a courteous, friendly, and professional manner using agreed upon proceduresListen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customerClarify customer requirements; probe for understandingPrepare complete and accurate work including appropriately notating accounts as required