Technical Support Specialist
Illinois Tool Works
Support incoming phone calls and emails for US and Canada; showing a strong ability to follow internal company scripts, identify key details of the customer and problem and provide effective technical support in accordance with warranty, call-handling and general polices. Act as an escalation resource for issues Field Engineers are unable to solve; completing a root-cause analysis and recommend follow-up actions. Collect feedback on common product issues and skills gaps to support the management of continuous improvement. Diagnose customer issues and ensure the proper FSE is dispatched with the correct parts and tools required to efficiently resolve the problem. Complete all necessary paperwork accurately and on a timely basis in accordance with the company procedures. Timely documentation of all customer conversations and related activities in our CRM system. In addition to the duties listed above, the position holder must carry out tasks assigned by their manager that are essentially...Technical Support, Support Specialist, Technical, Continuous Improvement, Support, Specialist, Technology, Banking
Vacancy posted 2 hours ago
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