Representative, Technical Support

Job Description

Job Description

Job Title : Technical Support Representative

Reports To : Manager, Customer Experience

Position Location : Vernon Hills, IL

FLSA Status : Exempt

Position Summary :

Customers are at the center of everything we do at Antylia Scientific. Technical Support Representatives are responsible for working through multiple service channels to consistently provide the highest level of customer satisfaction through technical knowledge and expertise.

This role is a key member of the Customer Experience center of excellence, responding to all our scientific customers around the world via product recommendations, product application support and general troubleshooting.

Key Responsibilities :

• Focuses on meeting customers’ application and product needs, while increasing sales revenue through recommending appropriate products, equipment, and solutions.
• Supports global sales channels and international customer networks via pre-sale and post-sale support.
• Assists customers in buying decision, consistently recognizing and offering cross-sell / upsell opportunities to customers adding value during the order entry process.

Follows up on quoted opportunities as needed.

• Responsible for national security requirements and export compliance of all transactions, including end user screening and use of products to adhere to technology restrictions as applicable.
• Attends vendor and department meetings for continued learning including product training, export documentation, export compliance and any other function that relates to work duties.
• Responsible for providing product documentation support as needed.
• Participates in root cause analysis and process improvement.
• Sales support activities such as entering orders, providing quotes and pricing, expediting orders and coordinates return process for all products.

Makes returns / or replacement decisions for failed products or customer complaints.

Performs other duties as assigned.

Education :

Bachelor’s degree from an accredited higher learning institution in science (Physics, Chemistry, Biology, or a related scientific / engineering major) or a combination of education and experience is required.

Experience :

0 to 2 years customer service related experience.

Qualifications :

• Proficient in scientific vocabulary / terminology with ability to gain further knowledge and mastery of laboratory, fluid handling, electrochemistry and industrial equipment.
• Proficient ability using the Internet and Microsoft Office : Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed.

Experience using an AS400 and / or other Customer database Management system is a plus.

• Possesses strong analytical, problem-solving and skills to provide effective solutions based on customers’ needs and to read and understand technical manuals and diagrams.
• Capable of using learned knowledge to drive in the moment business decisions.
• Thrives in a fast-paced, collaborative environment, efficiently works under pressure, within deadlines or other time essential constraints
• Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization
• Strong work ethic and an ability to excel within a rapidly changing and growing organization

Salary Range : $60k-$74k

This position has not been approved for Relocation Assistance.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job.

They are not an exhaustive list of all of the duties and responsibilities associated with it.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.