Technical Support
Location: Jackson, WI
Hours: 8am - 4:30pm
Hybrid: Work one week per month in Office
Pay Rate: $25.75 - $30.50 per hour, paid weekly
Benefits: Commencing 30 days after starting date
The Technical Support Specialist I is responsible for providing technical problem resolution to the dealers and end-users. The Technical Support Specialist will strive to provide the highest level of customer service, by clearly communicating technical solutions in a user-friendly, professional manner.
RESPONSIBILITIES:
Provide technical support resolution via phone and email with end-users, contractors and dealer network
Resolve electrical and mechanical problems that could be encountered before, during, and after product installation
Communicate and coordinate with internal departments to ensure accurate resolution in a timely manner
Accurately process and properly record call and email transactions utilizing computer software programs
Assist in department process improvements to maintain and improve upon the industry leading Technical Support experience
Assist Engineering on R&D projects both in house and in the field
Offer technical guidance to the Parts department involving custom orders
Travel occasionally to customer sites to resolve problems that need onsite assistance
Qualifications:
Ability to lift 50 - 70 pounds occasionally.
An occasional amount (20%) of domestic travel for company business will be required
through various modes of transportation (car, airplane, etc.).
A minimum of 2 weeks will be required at each manufacturing facility (Jackson, Hartford) building our products to better understand the individual components.
Industry experience in high-speed doors, material handling or dock levelers is preferred
Commercial or industrial electrical background and working knowledge of relay logic, electrical control systems, and solid-state technology.
Excellent verbal and written communication skills with an emphasis on proper phone etiquette
Working knowledge of SalesForce
Learn how to properly document a call with proper category and codes
Working with Five9 phone system
Using the SAP sandbox to work on mock quotes and orders
High attention to detail and accuracy for problem analysis and solutions
Mechanical aptitude
Possess a valid passport
Ability to read, analyze, and interpret technical manuals & drawings. Ability to write routine reports and correspondence. Ability to speak clearly and effectively before customers or employees of organization. Ability to effectively present information to management.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
Ability to draw and interpret bar graphs.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Accountability & Dependability: Shows up to work on time, and follows instructions, policies, and procedures. Meets productivity standards, deadlines, and work schedules.
Does not make excuses for errors or problems; acknowledges and corrects mistakes.
Customer Focus: Deliver products and services when and where the customer needs them. Explore options when unable to deliver a requested product or service and pursues solutions until the customer is satisfied.
Analysis/Reasoning: Examine data to grasp issues, draw conclusions, and solve problems by identifying relevant facts.
Product Knowledge/Application: Knows product features; demonstrates knowledge of current business practices and appropriate product applications. Works collaboratively to analyze information and develop solutions.
Communication: Organize & express ideas and information clearly, using appropriate and efficient methods of conveying the information. Communicate accurately & honestly in an open, candid and respectful manner.
Decision Making & Judgement: Gather information and others' input when making decisions. Consider lessons learned from experience. Consider all when weighing the benefits, costs, and risks associated with each.
Ethics & Integrity: Earn others' trust and respect through consistent honesty and professionalism in all interactions. Avoids situations and actions considered inappropriate or which present a conflict of interest.
Teamwork: Help teammates who need or ask for support or assistance. Celebrate the achievements of teammates. Encourage team unity through sharing information or expertise, working together to solve problems, and putting team success first.
Preferred Qualifications:
Associate's degree or equivalent from two-year College or Technical school desired; or two to four years related customer service/troubleshooting experience and/or training; or equivalent combination of education and experience.
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About Kelly®
At Kelly, we're always thinking about what's next and advising job seekers on new ways of working to reach their full potential. In fact, we're a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels and industries around the world.
Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Please note: The following benefits reflect Kelly's general offerings. Eligibility may vary by assignment, location, and job @type. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
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About Kelly
Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.
Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice (https://www.kellyservices.com/hubfs/myKelly/Resources/Employment_Policies/Recruitment-Artificial-Intelligence-Notice.pdf?hsLang=en) .
Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.
