JOB SUMMARY & SCOPE

Take a hands-on role in solving complex technical inquiries, problem-solving, and assisting junior team members. Incumbents have deep technical expertise, exceptional problem-solving skills, and a strong commitment to delivering top-tier customer support.

KEY ACCOUNTABILITIES

• Provide expert-level technical support to customers through various channels, such as phone, email, or chat, resolving complex technical issues effectively.
• Diagnose and troubleshoot intricate technical problems related to our products or services, ensuring prompt and satisfactory resolutions.
• Manage and appropriately escalate unresolved or challenging issues to higher-level support teams or developers.
• Maintain meticulous records of customer interactions, issue details, and resolutions for future reference.
• Share your knowledge and expertise with junior team members, contributing to their professional growth and skill development.
• Cultivate positive relationships with customers, actively listening to their concerns, demonstrating empathy, and delivering exceptional support experiences.
• Provide guidance and training to customers on product usage, best practices, and troubleshooting techniques.
• Gather valuable customer feedback and insights to continuously enhance our products and services.
• Stay updated on product features, industry trends, and emerging technologies to provide the most effective support.
• Identify opportunities for process improvement and actively contribute to the development of support resources, documentation, and materials.

EDUCATION + EXPERIENCE + KEY TRAITS

• Bachelor's degree in a related field (or equivalent experience).
• Proven track record of at least 5 years in technical support or a similar customer-facing role, with a focus on resolving complex issues.
• Advanced technical knowledge in [relevant technical area].
• Exceptional problem-solving skills and the ability to think critically under pressure.
• Outstanding communication and interpersonal skills.
• Empathetic and patient demeanor when addressing customer concerns and technical issues.
• Detail-oriented, organized, and adept at managing multiple tasks and priorities.
• Proficiency in customer support software and ticketing systems.
• Strong commitment to delivering exceptional customer service and promoting a positive customer experience.
• Willingness to work flexible hours, including occasional evenings and weekends.

TYPICAL PERFORMANCE TARGETS

• SERVICE DELIVERY: Sustained, measured excellence in project & process delivery
• COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement
• INNOVATION: Step changed delivery in safety, quality, and/or cost

LANGUAGE SKILLS

• Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
• Read and interpret documents, procedure manuals and various correspondence from both internal and external.
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.

SUPERVISION

• Role does not require supervision of direct and indirect reports.

DECISION MAKING + REASONING

• Able to take accountability and responsibility for business target delivery and decision making.
• Possess a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality.

WORKING RELATIONSHIPS

• Interfacing across all Peak Technologies Teams (Service Delivery, Sales, Operations, Procurement, Finance, IT).
• Customers
• Suppliers/3^rd Line Support providers