Technical Support Representative - Multi-Lingual

Gallagher Group International - Kansas City, MO

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.).