Technical Support Representative

Job Description

A water testing company local to Sarasota is looking for a Technical Support Representative to join tier marketing department. This position will be 5 days on-site Monday- Friday from 8AM-4:45PM. Provide professional, timely technical support to customers via phone, email, video call, and web forms by troubleshooting mechanical, electronic, software, data, and chemistry-related issues. Conduct post-sale product training sessions, assist customers with locating product documentation, and document all customer inquiries, warranty concerns, and feedback in internal systems. Prepare repair quotes, authorize and manage product returns, and track repair services through resolution. Maintain detailed documentation of problem statements, troubleshooting steps, and outcomes while developing ongoing expertise in products and applications. Collaborate closely with Quality teams to escalate product nonconformance issues and ensure proper communication of known issues to customers. Identify potential sales opportunities by capturing customer feedback, collect and analyze data on recurring issues and system performance, and generate technical support and trend reports for management. Maintain accurate CRM records for visibility across Sales and Marketing teams, including dashboards, reports, activity logs, instrument registrations, and lead and account data. Develop user education materials to reduce support requests, provide product improvement feedback to product management, sales, and engineering teams, and participate in continuous process improvement initiatives. This position is paying $23 an hour!

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

Strong problem-solving skills with the ability to analyze data and draw sound conclusions

Adaptable innovator who applies lessons learned and tackles new challenges effectively

Experience with CRM platforms and customer support ticketing systems

Working knowledge of ERP systems

Proficient in Microsoft Office Multilingual a plus, especially Spanish

Scientific background