We are looking for a motivated individual to manage technical customer support services. This person is essential to ensuring a smooth customer experience from first use to operational integration and secondary sales. High customer satisfaction is a company-wide commitment. All company resources are at your disposal to help you succeed. The person in the role will work from our headquarters in New Hampshire.
White Glove Customer Service
Account management, primary point of contact for customers
Diagnose and resolve hardware, software and application issues through timely phone, video, email support.
Facilitate proactive (outbound) customer communications
Facilitate reactive (inbound) customer support communications
Solicit consumables sales
Manage and execute customer-facing details of updates, calibrations, hardware upgrades and returns
Track customer account details between engineering, sales and finance
Effectively motivate stakeholders and contributors from other departments
Build and maintain strong, long-lasting customer relationships
Work with customers to understand their business needs and objectives
Effectively communicate value propositions
Maintain customer focus. Advocate for the customer, and also effectively represent Orange Photonics in case escalation and other difficult customer situations.
Documentation, content and tools
Capture quality and customer satisfaction issues in Salesforce and proprietary system.
Measure changes in operational and customer satisfaction goals
Establish strategy and implement processes for service and support of new products
Support cross-functional efforts to develop and improve product, process, training, documentation and/or communication
Maintain internal and customer facing content for technical sales support, troubleshooting, installation and training
Lead cross-functional efforts to develop and improve product, process, training, documentation and/or communication
Skill & qualifications
The ideal candidate has a technical and customer service background.
BA/BS technical degree
Experience in a similar role preferred
Self-starter, highly motivated and self-managing
Proven ability to articulate the distinct aspects of products and services
Strong problem-solving skills. Demonstrated ability to drive to root cause and countermeasure complex technical, organizational and operational problems
Excellent listening, verbal and written communications skills
Must work from the New Hampshire office.
About Orange Photonics
We are a New London, New Hampshire based startup with a great team and plans for continued growth. Our cutting edge analytical technology offers quality control data to companies within the rapidly evolving cannabis industry. We offer a robust benefits package which includes health coverage, dental coverage, paid time off and equity participation to eligible employees. If you work for Orange Photonics you will have the opportunity to impact product offerings, customer satisfaction and company infrastructure development. Apply today by emailing email@example.com.