Technical Help Desk

Job Description

JOB DESCRIPTIONHybrid role- Monday and Friday are WFH. What You Will Do:

• Act as the first line of contact for troubleshooting problems with 3D TRASAR and Nalco field equipment.
• Provide live phone support to field representatives on standard equipment and e-catalog products referencing specifications, product literature, and pricing.
• Communicate with customers regarding pricing, warranty, and equipment parts utilizing SAP
• Track phone calls and email support tickets using ticket tracking system using Service Now.
• Provide technical guidance to product marketers, R&D, and commercialization teams in assigned technology areas.
• Support team vision, goals, and metrics
• Collaborate with the Level 2 team on escalated issues

Position Details:

• Work week and shift: Monday-Friday, 8:30am-5:00pm
• Location: Naperville, IL

Minimum Qualifications:

• High school diploma or equivalent
• 1-2 years of technical experience
• Basic knowledge of PLCs and electrical components
• 2-5 years of customer service or contact center experience or relatable field
• Strong communication skills
• Strong organizational skills and attention to detail
• Must be 18 years of age or older
• Must be authorized to work in the U.S.

Preferred Qualifications:

• Bachelor’s degree or comparable technical experience is preferred.
• Ability to analyze and decipher data in a spreadsheet in a logical manner
• Experience working with Microsoft Office Suite and SAP
• Have clear understanding of industrial electrical and mechanical systems
• Ability to manage multiple projects
• Strong consultative skills
• Proven ability to lead conversations with confidence, and clarity
• Ability to work well in high pressure situations with a positive resolution
• Work efficiently against deadlines