Technical Support Specialist

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November 11

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2 - 10 employees

📋 Description

• Respond promptly to customer inquiries via phone, email, and chat regarding equipment operation or issues. • Diagnose and resolve issues remotely using manuals, schematics, and logical troubleshooting techniques—often based on incomplete customer descriptions. • Escalate complex cases to senior technicians as needed while maintaining clear, detailed case notes for continuity. • Provide calm, empathetic, and professional support even in challenging situations, ensuring a positive customer experience. • Identify opportunities to recommend replacement parts, accessories, or related services to enhance customer satisfaction. • Track pending service requests, especially when replacement parts are on backorder, and keep customers informed throughout the process. • Work closely with production and technical teams to ensure consistent service quality and knowledge sharing.

🎯 Requirements

• 2+ years of experience in technical support, field service, or equipment repair. • Hands-on experience with commercial washing machines, dryers, or similar commercial equipment (e.g., Whirlpool, Maytag, Speed Queen, Electrolux, etc.) is a strong plus. • Solid understanding of mechanical and electrical systems in commercial laundry or comparable equipment. • Ability to read and interpret technical manuals and schematics. • Exceptional communication and customer service abilities. • Strong problem-solving mindset with a structured approach to diagnosing issues. • Patience, empathy, and composure when dealing with frustrated customers. • High attention to detail—especially in documenting service cases.