Technical Support Representative

Charlotte, NC

Full Time

Mid Level

ScentAir crafts billions of lasting impressions for customers around the globe every year. Our cutting-edge scent delivery solutions are tailored for a diverse range of business environments including restaurants, health care offices, airports, senior living facilities, apartment and multi-unit housing, retail stores, real estate (both commercial and residential), as well as health clubs and spas. The potential applications are truly limitless! We are the pioneers and innovators in the field, and we are proud to be the global leader in Scent Marketing!

Our impressive roster of clients features industry giants such as Disney World, Sea World, IHG, Aria Resort and Casino, MGM Grand, Marriott Brands, Hilton, Westin Resorts, and Greystar Properties, among many others.

The role of a Technical Support Representative at ScentAir is crucial in providing exceptional pre-sale support, equipment specification for new opportunities, troubleshooting, and diagnosing problems for our valued customers.

As a dedicated team member, you will also offer technical assistance to field technicians and customers worldwide who utilize our innovative ScentAir environmental fragrance systems.

Here are the exciting responsibilities and duties you can expect in this role:

Answer incoming calls to our Tech Support line with enthusiasm and attentiveness.
Analyze, troubleshoot, and diagnose customer issues promptly and effectively through phone conversations or email interactions.
Collaborate with customers and our sales team to determine the most suitable fragrance delivery equipment for specific customer applications, ensuring optimal satisfaction.
Provide support to subcontractor technicians and customer engineers during the servicing or troubleshooting of ScentAir equipment, demonstrating your expertise and dedication.
Initiate Tech Support Cases and assign them to the appropriate resource, ensuring efficient processing and resolution.
Monitor the progression of Tech Services Cases and proactively escalate when necessary to guarantee timely resolutions.
Maintain excellent phone coverage at all times, ensuring that our customers receive the support they need when they need it.
Create comprehensive work instructions for our dispatched service technicians to follow when they are on-site at customer locations, facilitating smooth operations and customer satisfaction.
Collaborate with various departments, such as Customer Care, Production, Shipping, and others, to expedite equipment shipments when required, ensuring on-time delivery of repair parts.
Exhibit strong interpersonal skills by effectively interacting with Field Technicians, Sales Representatives, and other internal departments as necessary to deliver outstanding service.

Qualifications and/or experience:

An associate degree or equivalent years of experience in a related field.
Exceptional troubleshooting and diagnostic skills, particularly with small devices, allowing you to efficiently address customer concerns.
Previous experience in customer service, highlighting your strong written and oral communication skills that will be essential in delivering exceptional support.
A self-starter mentality, empowering you to adapt quickly to new products and processes, ensuring a seamless customer experience.
A quick learner who can swiftly grasp and apply new information and techniques.
Basic troubleshooting skills that will enable you to effectively address customer issues.
Strong technical skills; Microsoft Office, online applications, etc.

Experience the Scent-sational Difference!

At ScentAir, we reward your contributions with a competitive compensation plan, and, we offer comprehensive medical, dental, vision, and life insurance plans, along with a company-matched 401k. Enjoy a generous paid time off policy with an expanded holiday schedule and immerse yourself in a fun, team-focused work environment. Embrace the best of both worlds with our hybrid work schedule, combining in-office and remote opportunities. Plus, make a meaningful impact through our employee-driven community outreach program.

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

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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 Representative

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