Gallagher Group International - Kansas City, MO

posted 5 days ago

Full-time
Remote - Kansas City, MO
1,001-5,000 employees
Professional, Scientific, and Technical Services

About the position

The Technical Support Representative - Multi-Lingual at Gallagher is responsible for providing exceptional technical support and troubleshooting for the company's products and services, primarily to distributors in Latin America and North America. This role requires a blend of technical expertise, strong communication skills, and a customer-centric approach to ensure customer satisfaction and effective problem resolution.

Responsibilities

  • Deliver expert technical support to distributors via phone, email, and chat, ensuring timely and accurate assistance.
  • Diagnose and troubleshoot complex technical issues related to products and services, guiding customers through step-by-step solutions.
  • Build strong relationships with distributors by demonstrating empathy and active listening, tailoring technical explanations to their understanding.
  • Collaborate with engineering and product development teams to resolve escalated issues and enhance support processes.
  • Document all troubleshooting steps, resolutions, and customer interaction meticulously for future reference.
  • Stay current on product updates and enhancements, educating customers on features and best practices to optimize their use of products.
  • Meet and exceed customer service goals, maintaining clear, professional communication throughout all interactions.

Requirements

  • A relevant electronics or IT qualification and/or strong technical aptitude.
  • Proven experience dealing with external customers in a support or problem-solving role including the troubleshooting of software solutions.

Nice-to-haves

  • Fluent in English, Spanish, Portuguese verbal and written.
  • Knowledge of software systems (e.g., cloud, PC, web, embedded).
  • Knowledge of electronics.
  • Ability to problem solve to root cause by thinking logically, calmly, and promptly.
  • Outstanding people and communication skills.
  • Customer empathy and commercial awareness.
  • Ability to develop technical support material (e.g., service notes, help sheets, etc.).
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