We're Hiring - Senior Technical Support Specialist (Hybrid-Remote or Remote)
We're Hiring - Senior Technical Support Specialist (Hybrid-Remote or Remote) As a Senior Technical Support Specialist on our Customer Success Team, you will wear many hats. You will be on the front line for technical support via email, phone and in our in-person showroom and be responsible for providing an exceptional customer service experience in accordance with our policies and procedures. You will mentor and assist junior team members, handle escalations, and assist with helpdesk management. Updated on December 8, 2023 by MatterHackers (EDIT)
- This position is preferably hybrid-remote, though remote candidates will be considered if residing in the following states: California, Pennsylvania, Nebraska, Arkansas, Georgia, Tennessee, Nevada, or North Carolina.
Job Details Come join MatterHackers - a fun and engaging company in the exciting 3D printing and digital fabrication industries! Be part of a tight knit team with lofty goals and a quick-paced, inspiring work environment. We have made the Orange County Business Journal's Best Places to Work List numerous times and have been on the Inc. 5000 List of Fastest Growing Companies many times in recent years, as well! We're looking for someone who embodies the entrepreneurial spirit and who is self-directed, ambitious, and creative. As a Senior Technical Support Specialist on our Customer Success Team, you will wear many hats. You will be on the front line for technical support via email, phone and in our in-person showroom and be responsible for providing an exceptional customer service experience in accordance with our policies and procedures. You will mentor and assist junior team members, handle escalations, and assist with helpdesk management. In addition, you may handle a variety of technical functions including but not limited to trainings, repairs, site visits, etc., and provide backup on various administrative duties associated with order support. You'll help customers and route them to the appropriate department for more detailed assistance. Additionally, you will act as a floater and fill in for any department that needs help with a project or task. We're looking for a mechanically-minded critical thinker and maker who is well-rounded and passionate about arriving at a favorable resolution for the customer. What You Will Be Doing
- Answering phone calls, responding to emails, providing customer support/troubleshooting, and assisting in-store customers
- Coaching / Troubleshooting technical issues for CNC machines, 3D Printers (FDM and SLA), laser cutters/engravers, milling machines, etc.
- Leading training sessions, assisting with repairs and on-site visits, etc.
- Assisting with mentorship and coaching of more junior support specialists
- For more complex issues you'll route emails or phone calls to the correct department
- Assisting with customer and vendor returns / RMAs
- Assisting with Help Desk Ticket Distribution
- Assisting with projects in Microsoft Word and Excel
- Coordinating with shipping department for order adjustments
- Communicating with vendors
What You Need for this Position
- Customer Service experience
- Excellent communication skills, including writing, speaking, and listening
- Problem-solving skills
- Organization skills
- Attention to Detail
- Passion for helping small businesses
- A desire to be part of an entrepreneurial environment
- High degree of autonomy and self-motivation - we empower you to make decisions and improve the company every day
- Desire to delight, help, and inform customers every day
- Access to adequate internet connection, hardware, and quiet environment suitable for remote work (temporary remote work during COVID-19)
- Strong experience with at least TWO to THREE or more of the following areas: 3D Printing, CNC, Mills, Laser Cutters and Engravers, Vacuum Formers, Water Jet Cutters, etc. preferred
- Experience with MakerSpace culture, Help Desk software, Electronics, and a variety of operating systems (including Linux) a plus!
What's In It for You?
- Be on the ground floor of an exciting business full of motivated team members!
- Casual work environment and dress (t-shirts, shorts, and sandals)
- Growth opportunity
- Catered lunches every Wednesday
- All the free snacks and soft drinks you can consume
- Potential for equity/stock at fast growing company
- Company-sponsored health insurance
- PTO
- 401K with Match
- Opportunities to learn about and train on all kinds of digital manufacturing equipment
So, if you have experience in technical support and/or customer service or if you just have loads of hustle and want to work in a fun work environment, please submit your resume AND cover letter (required) and apply today! Job Type: Full-time Pay: $24.00 - $25.00 per hour Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
- Casual Work Environment and Dress
- Catered Lunches Every Wednesday and all the free soft drinks/snacks you can consume (On-Site Only)
Schedule:
- Monday to Friday
COVID-19 considerations: Masks are required for employees working in-office if not fully vaccinated. As of November 24th, 2021, proof of vaccination for all employees will be required unless an exemption for religious or medical reasons can be presented. Article Tags
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Remote Skills: 3D Design, 3D Printing, Administrative Skills, Aerospace and Defense, Anatomy, Automotive Industry, CNC (Computerized Numerical Control) Systems, Coaching, Communication Skills, Computer Hacking, Cross-Functional, Customer Escalations, Customer Support/Service, Dental Insurance, Detail Oriented, Electronics, Email Technology, Entertainment and Media, Entrepreneurship, Extrusion, FDM (Frequency Division Multiplexing), Flexible Spending Accounts, Government, Hardware Upgrades, Health Insurance, Healthcare, Help Desk, Help Desk Software, IT Service Management (ITSM), Identify Issues, Jewelry-Making, Life Insurance, Linux Operating System, Machine Tool, Manufacturing Equipment, Mentoring, Microsoft Excel, Microsoft Project, Microsoft Word, Military, Milling Machine, Open Source, Operating Systems, Organizational Skills, Press Releases, Printers, Problem Solving Skills, Service Level Agreement (SLA), Small Business, Technical Recruiting, Technical Support, Telephone Skills, Vaccination, Work From Home About the Company: MatterHackers, Inc.