Are you…
Interested in developing your career in a leading color management industry?
Looking to use your problem solving skills?
Looking for a friendly and supporting team?
If so, read on!
Color your life! X-Rite is a global company with locations around the world. Experts in blending the art and science of color, we focus on providing complete end-to-end color management solutions for our clients in every industry where color matters.
We recognize that people come with a wealth of experience and talent. Diversity of experience and skills combined with passion is a key to innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions
We are seeking a Technical Support Representative to be based remotely in the Eastern or Central Time Zone.
THIS JOB IS A UNIQUE OPPORTUNITY TO:
Perform duties while meeting established team & individual goals (including but not limited to):
- Response time – average time to respond to a customer inquiry
- Resolution time – average time to resolve a customer issue
- 1st time resolution rate – % of customer contact resolved during the first contact
- Lead generation – identify sales opportunities for customer to upgrade
WITHIN YOUR ROLE, YOU WILL:
- Provide quality verbal and written external communication within forms and via email with X-Rite’s customers, dealers, authorized service centers, and subsidiaries.
- Internal communication will include working with the sales force, Credit, Materials, Shipping, Engineering, and IT departments to provide reliable and timely service to X-Rite’s customers.
- Manage customer relationship with regard to calibration, operation, and troubleshooting of the instruments and software, via specified programs.
- Use specified computer applications to interpret, verify, enter, maintain, and follow orders through the system, to ensure accurate and expeditious processing.
- Raise issues to management when they can’t be easily resolved using standard procedures.
- Promote teamwork and positive interaction within and between teams and other departments.
Work directly with the 2nd level Support Team:
- Escalating customer issues to the 2nd level team when necessary
- Provide feedback to the 2nd level team on new issues and potential new or updated Knowledge Base (FAQ) information
- Attend training sessions with 2nd level team to gain additional product and industry knowledge
YOUR EDUCATION AND BACKGROUND EXPERIENCE WILL INCLUDE:
- High School diploma with a minimum of 3 years of technical customer service experience; Associate’s or Bachelor’s degree preferred
- Ability to learn and understand technical product and software applications.
- Proven interpersonal, verbal and written communication skills, and organizational skills for frequent internal and external customer contact. Fluency in a foreign language is a plus.
- Must be proficient with computers, use of PC, data entry, and word processing. Experience with call center phones is a plus.
- Must have ability to work effectively in a team environment.
OUR BENEFITS:
- Comprehensive benefits package (medical, dental, vision & more) eligible on day 1 of employment
- Annual bonus as well as annual salary review
- Permissive paid time off policy emphasizing flexibility and trust
- 14 paid Holidays!
- Training and development opportunities
- 401K savings plan + company match
- Tuition reimbursement
- Paid Parental Leave
- Veralto Wellbeing Program, with rewards
- Employee Assistance Program (legal, financial, and counselling resources)
X-rite Pantone is proud to be a Product Quality & Innovation company in Veralto (NYSE: VLTO). Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential goods. That is the tomorrow Veralto is creating today. Veralto is a $5B global leader in essential technology solutions made up of over 16,000 associates across our Water Quality and Product Identification segments all united by a powerful purpose: Safeguarding the World’s Most Vital Resources.
US ONLY:
The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associate’s position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.The compensation range for this role is $54,000 – $58,000 USD per year. This job is also eligible for Bonus Pay.
We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.