Service and Support Specialist

As a Service and Support Specialist, you will be the primary point of contact for customers seeking assistance with technical issues related to our client's products and services. Your role will involve delivering prompt, effective support to ensure customer satisfaction, product functionality, and long-term customer retention. This includes troubleshooting technical issues, preparing orders and quotations, managing shipments, and occasionally repairing lifts. You’ll need strong technical knowledge, excellent communication skills, a passion for customer service, and the ability to work efficiently in a fast-paced environment.

Responsibilities:

1. Customer Support:
    Provide exceptional technical support to customers via phone, email, live chat, or other communication channels. Troubleshoot issues with lifts and other products, address inquiries, and resolve problems promptly to meet customer satisfaction.
2. Troubleshooting & Technical Expertise:
    Assist customers with diagnosing and resolving issues when lifts are not functioning properly. Develop a deep understanding of our products, including their features, functionalities, and technical specifications, and stay informed on product updates to provide accurate support.
3. Quotation and Order Preparation:
    Prepare accurate quotations for customers, covering parts, labor, and shipping. Process orders for parts and services, ensuring smooth transactions and accurate documentation.
4. Shipping Management:
    Prepare packing slips in QuickBooks and coordinate shipments via FedEx to ensure timely delivery of parts to clients. Ensure all shipments are tracked and managed appropriately.
5. Repair Coordination:
    If necessary, assist with repairs of lifts that need to be returned to the warehouse. Work with the team to manage repairs in-house and facilitate the return of properly functioning equipment to customers.
6. Escalation Management:
    Effectively escalate unresolved or complex issues to the appropriate internal teams (e.g., engineering or product development), ensuring clear communication and timely follow-up with customers until full resolution.
7. Customer Education & Feedback:
    Educate customers on product features, usage best practices, and troubleshooting methods, empowering them to resolve simpler issues independently. Gather and relay feedback from customers to improve products and services.
8. Documentation & Record Keeping:
    Maintain detailed records of all customer interactions, orders, troubleshooting steps, and resolutions. Regularly update internal knowledge bases with solutions to common technical problems.
9. Quality Assurance:
    Participate in quality assurance programs and provide feedback on current processes. Work toward improving internal procedures to enhance customer service and operational efficiency.

The Ideal Candidate:

• Passionate about helping people and providing exceptional service.
• Has a strong sense of urgency and can address client needs as soon as possible.
• Possesses a friendly attitude toward clients and coworkers.
• Demonstrates the ability to handle multiple tasks simultaneously and thrives in a busy environment.
• Proactively seeks work during slow periods and downtime, showing initiative.
• Exhibits a can-do/will-do attitude with a willingness to take on new challenges.
• Possesses mechanical skills/knowledge, or is eager to develop them.
• Comfortable with working in a fast-paced environment, where multi-tasking and attention to detail are key.
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Requirements:

1. Proven experience in technical customer support or a related field.
2. Strong technical aptitude with the ability to quickly understand and learn our products.
3. Excellent communication skills – both verbal and written – with the ability to explain complex technical issues to non-technical customers.
4. Proficiency in using help desk software, CRM systems, and other customer support tools.
5. Ability to work independently with minimal supervision while collaborating effectively within a team.
6. Mechanical knowledge or hands-on repair experience.
7. Computer-savvy, with the ability to efficiently use QuickBooks, FedEx portal, and other essential tools.

Benefits:

• 401(k) with matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance
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Shift: 8-hour shift

Education:

• High school diploma or equivalent (preferred)

Work Location: In-person

About Pinnacle Employer Services

Pinnacle Employer Services works hard to connect top talent with great companies. We truly care about you and your success, and it shows in everything we do. Our service separates us from other staffing firms and has landed us on the Inc. 5000 fastest growing companies list. We currently connect people in the Kansas City, Topeka, Wichita, Des Moines, Denver, Omaha, Dallas-Fort Worth, Phoenix, Tucson and Orlando markets.

EOE: Pinnacle provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.