Technical Support and Scheduling Specialist

Charlotte, NC

Full Time

Technical Services

Mid Level

Job Description:

Are you ready to be part of something Scent-sational? ScentAir seeks a dynamic individual for the role of Technical Support and Services Specialist. This hybrid role combines coordinating technical services with pre-sale support to ensure seamless delivery to our customers. You'll analyze installation plans, troubleshoot issues, and provide scheduling and technical assistance.

- Recurring dispatch and service scheduling / Multitasking capability is a must

Requirements:
• Strong computer systems proficiency, including Microsoft Word, Outlook, Access, PowerPoint, and strong Excel skills with experience in V lookups.
• Must have previous experience using Client Relationship Management (CRM) software applications, primarily Salesforce.
• Exceptional troubleshooting and diagnostic skills.
• Previous scheduling experience preferred but not required.
• Self-starter mentality with the ability to work well with changing priorities.

- Bilingual proficiency in Spanish/English is a plus.

Responsibilities:
• Coordinate and ensure timely scheduling of field technicians and subcontractors for client installations, service requests, and regular maintenance of systems across North America, Canada, and Latin America.
• Answer incoming calls to our Tech Support line with enthusiasm and attentiveness, analyzing, troubleshooting, and diagnosing customer issues promptly and effectively.
• Communicate installation schedule to customers, vendors, sales, and production to ensure timely delivery of product to be installed.
• Collaborate with customers and our sales team to determine the most suitable fragrance delivery equipment for specific customer applications, ensuring optimal satisfaction.
• Monitor service ticket status to ensure all service requests are performed promptly, and initiate Tech Support Cases, ensuring efficient processing and resolution.
• Educate customers about the installation and maintenance process and create comprehensive work instructions for dispatched service technicians to follow when they are on-site at customer locations.
• Analyze and report service performance to the management team, along with customer feedback for continuous improvement.
• Advise management about the status of installations and any barriers to on-time installation and on-site service, while tracking and analyzing installation costs.

Benefits:
• Comprehensive medical, dental, vision, and life insurance plans.
• Company-matched 401k.
• Fun, team-focused work environment.
• Generous paid time off policy with an expanded holiday schedule.
• Hybrid work schedule combining in-office and remote opportunities. (In-office 3 days per week)
• Employee-driven community outreach program.

Experience the Scent-sational Difference! Join our team today and embark on an exciting journey of providing top-notch technical support and ensuring customer satisfaction at every turn!

Apply for this position

Required*

Apply with

First Name*

Last Name*

Email Address*

Phone*

Address*

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Who referred you to this position? Enter their first and last name here.

What's your citizenship / employment eligibility?*

Are you 18 years of age or older?*

Are you able to commute to our HQ near the Charlotte airport 3 days a week?*

The pay range for this position is $20 per hour. Are you able to accept an offer in that range?*

Briefly describe why you are interested in this position*

I certify that all answers or statements I have made on this application or on my resume or other supplementary materials are true and correct without omissions. I acknowledge that any false statement or misrepresentation on this application or any oral statements made at any time during the recruiting process or supplementary materials will be cause for refusal to hire or for immediate discipline, up to and including my termination regardless of when the false statement is discovered.

I have no objection to signing an employee agreement on confidential information and inventions or taking a physical medical examination where reasonably necessary based upon the position in question and permitted by law, at the option and expense of the company.

I understand that, should I be offered the position for which I am applying, I may be required to authorize a urinalysis, breath and/or blood tests, including withdrawal of samples. I understand that this test is for drugs, alcohol, and other controlled substances, and is a condition of employment with the company. I also understand that the company will require my signed authorization on any forms necessary to complete the test.

I understand that, should I be offered the position for which I am applying, I will be required to authorize a background investigation to retrieve information relating to my past activities from all personnel, educational institutions, government agencies, companies, corporations, credit reporting agencies, and law enforcement agencies at the federal, state or county level. I understand that this background investigation is a condition of employment with the company. I also understand that the company will require my signed authorization on any forms necessary to complete this investigation.

If hired, I will be required to submit proof of authorization to work in the U.S. Federal law requires that employers hire only individuals who are authorized to be lawfully employed in the United States.*

What CRM application have you used before?*

Human Check*

Submit Application

Sniffing around for groundbreaking innovation, non-stop growth, and good old-fashion fun? If you answered yes (and who wouldn’t?), then we can’t wait to tell you more about our awesome technology, great culture, and AMAZING PEOPLE!

Technical Support and Scheduling Specialist

Apply for this position