About the Role

The Technical call center specialist will be dynamic and self-motivated with a strong, team-player orientation thatcan perform assigned duties effectively and efficiently. Under supervision of the call center Lead will communicatevia phone and email with customers, sales, Headquarters and field technicians to provide customer service andtechnical support for the Technogym products. This person should also have excellent communication skills[listening, telephone, electronic communications, follow-up/follow through and professional], service mentality,business friendly, and enjoy interfacing and building meaningful relationships with a diverse array of people tostrengthen the client experience. Responsibilities The Technical call center specialist will perform in-depth technical support of a mechanical, electrical andtechnical nature and provide customer service over the phone to customers and field technicians. Will utilizemanuals, tools and parts catalogs to troubleshoot and identify issues with the Technogym products. Interactionswith customers over the phone/email/web can include end-user customers, fitness center representatives andfield technicians. May also follow up via email and receive information via email. Will be performing detail orientedtasks while providing excellent customer service that focuses on quality calls, value added service and buildingstrong relationships that support business retention and growth.

Duties:

Receive calls from the field technicians and customers. • Real-time responsive to case closure, dispatching, updating and client follow-up • Provide in-depth telephone customer service and support. • Troubleshoot mechanical issues utilizing manuals, knowledge and training. • Troubleshoot electrical issues utilizing electrical schematics, knowledge and training. • Create parts orders and follow through with orders top to bottom. • Create work-orders for field technicians. • Dedicated to making internal and external service a high priority and memorable • Embrace change, flexible and adaptable • Highly responsive to issue/problems/opportunities. Take ownership and see it through. • Be proactive, be confident, be friendly, ask “smiling” questions, ask intelligent follow-up questions, build rapport,listen carefully, - GIVE SUPER SERVICE • Resiliency – calm throughout adverse situations • Balance of completing all elements of responsibilities, duties and functions – client focus • Other duties as assigned.

Requirements

Minimum 1 to 3 years’ experience providing over the phone technical troubleshooting and support of internet,network and general computer issues. • Mechanical troubleshooting, support or extensive mechanical abilities. • Electrical troubleshooting, support, schematic reading or electrical abilities. • Experience using Microsoft Office Suite – Word, Excel, Outlook. • Detail-oriented and capable of multi-tasking. • Excellent communication skills – verbal and written. • Excellent customer service skills and abilities. • Ability to de-escalate calls. • Previous experience with PO’s a huge plus.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Fairfield, NJ 07004: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical support: 2 years (Required)
• Customer service: 2 years (Required)

Work Location: One location

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