Technical Support Specialist

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Job Title: Technical Support Specialist

Job Duties and Responsibilities 

• Provides assistance and technical support to customer & consumers that are experiencing issues
• Communicate directly with customers via phone or email in professional and timely manner.
• Log “ALL” communication with customers in Activity section of SAP. 
• Trouble shoot failures using Fault Tree Analysis to resolve customer complaints
• Understanding of SAP Service Module functionality
• Keep detailed records of customer interactions, transactions and record details of inquiries, comments and complaints in SAP. 
• Escalate any customer complaints or inquiries as needed to other team members.
• Create Service Call and assign to Tech Queue from email or dealer portal daily

 

Requirements 

·         High school diploma, general education degree or equivalent working experience

·         General knowledge of customer service principles and practices

·         Relevant computer knowledge of SAP and Microsoft software systems

·         Must successfully work individually and as part of a team. 

·         Communication skills; both verbal and written along with listening and problem-solving skills is a must.

·         Power sports, ATV or UTV knowledge is a plus.