Technical Support Specialist

Job Description

Job Description

Omega Holdings is a private equity-owned leading distributor of air conditioning and other high demand aftermarket components to a broad range of light- duty and heavy-duty vehicle end markets. Omega has created a unique, market leading platform in the automotive aftermarket with numerous opportunities to apply its repeatable playbook to grow both organically and through acquisition. With our product portfolio, dedication to quality, entrepreneurial setting, and competitive strength, we are a great place to build a lasting career.

The Tech Service Line individual will interact with the company customers by addressing inquiries and resolving complaints related to tech.

Job Summary:

• Answer customer’s technical questions and inquiries at the highest caliber possible.
• Ask questions to better understand the problem.
• Diagnose and provide clear advice on what the customer can do to resolve their problem.
• Log information regarding the correspondence into the system to maintain proper record keeping.
• Maintain composure and a positive attitude during difficult scenarios and conversations.

Duties/Responsibilities:

• Interact with customers in proper fashion.
• Conduct ongoing technical product research to maintain best in class automotive technical knowledge.
• Analyze internal warranty reports to identify product improvement opportunities.
• Field customer questions and complaints; forward and delegate to assigned specialist or appropriate staff.
• Ensure appropriate actions are taken to resolve customers’ problems and concerns.
• Maintain detailed customer accounts and records.
• Perform other related duties as assigned.

Required Skills/Abilities:

• Excellent communication skills including active listening.
• Service oriented and able to resolve customer grievances.
• Proficient in Microsoft Suite, with the ability to learn more software.
• Ability to multi-task in a fast-paced environment.
• Multilingual would be an asset but not required. Must be fluent in English.