Technical Support Representative

Project details

St. Paul, MN Salary: $30.00 USD Hourly - $31.00 USD Hourly Description:

Technical Support Representative

Position Summary

Provides technical product support to customers and distribution/channel partners through remote and on-site assistance. Analyzes product issues, delivers timely resolutions, and supports continuous product improvement initiatives. Handles routine to moderately complex product-related concerns, escalates advanced issues when necessary, and develops technical documentation, solution bulletins, and support materials. Contributes to failure analysis, product development research, installation procedure documentation, and training content.

May travel to gather field data and support product performance investigations.

Key Responsibilities

Required Skills & Competencies

Education Requirements

Preferred Qualifications

Note- The compensation range provided for this position does not include benefits and reflects base pay only.

Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.

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Contact:

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Job Facts: Contract Independent | On-site | USD $30.00 - 31.00 per hour

Skills: Technical Support, SAINT, Product Support, Distribution, Product Optimization, Product Development, Documentation, Management, Software Development, Customer Satisfaction, Regulatory Compliance, Professional Development, Coaching, Customer Experience, Optimization, Knowledge Sharing, Product QA, Failure Analysis, Research, Continuous Improvement, Customer Service, Issue Resolution, Escalation Management, Customer Retention, Requirements Elicitation, Relationship Building, Sales Operations, Needs Analysis, Conflict Resolution, Problem Solving, Knowledge Management, Communication, Customer Relationship Management (CRM), Technical Writing, User Guides, Customer Support, Training, Insurance, Privacy, Marketing

Reference: Dice Id: cxjudgpa | Position Id: 1161856

• Duration: 1+ Years Contract
• Location: Saint Paul, MN// Onsite
• Shift: 1st shift position
• Deliver advanced product and service support by answering customer inquiries and resolving technical issues.
• Process custom or specialized orders and coordinate with internal teams to ensure successful delivery.
• Manage escalated customer concerns and obtain necessary approvals in accordance with established procedures.
• Serve as a primary point of contact for customers, building strong relationships and addressing questions or complaints effectively.
• Maintain accurate customer records by documenting interactions, follow-up actions, and account information within CRM systems.
• Conduct detailed customer interviews to gather requirements, identify needs, and support solution development.
• Provide exceptional customer service to promote customer satisfaction, retention, and long-term business relationships.
• Ensure compliance with company policies, industry regulations, and established operational procedures.
• Participate in ongoing professional development through training, coaching, industry research, and educational opportunities.
• Support cross-functional initiatives related to product improvements, service enhancements, and customer experience optimization.
• Assist with technical documentation, product bulletins, installation instructions, and knowledge-sharing resources.
• Support product testing, failure analysis, and research activities for continuous improvement initiatives.
• Digital Customer Communication
• Advanced Customer Service and Support
• Customer Relationship Management (CRM)
• Customer Issue Resolution and Escalation Management
• Customer Retention and Loyalty Development
• Consultative Communication Skills
• Effective Questioning and Requirements Gathering
• Relationship Building and Rapport Development
• Sales Support and Upselling Awareness
• Customer Needs Analysis
• Conflict Resolution and Problem Solving
• Understanding Customer Motivations and Buying Behaviors
• Technical Documentation and Knowledge Management
• Strong Written and Verbal Communication Skills
• Post-secondary education, technical diploma, vocational certification, or equivalent combination of education and relevant experience.
• Experience supporting technical products, equipment, or services.
• Familiarity with CRM platforms and customer support systems.
• Ability to analyze technical issues and coordinate solutions across multiple teams.
• Experience creating technical documentation, user guides, or support materials.
• Willingness to travel occasionally for customer support, training, or product investigations.
• Start: flexible
• Remote: onsite
• Location: St. Paul, MN, US, US
• Rate: 30-31 EUR/h
• Languages: English