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Technical Customer Support Specialist

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<p><span>The primary objectives of the Technical Support Specialist Level 1 are to develop and maintain a thorough and complete knowledge of all HydroPoint products (including, but not limited to WeatherTRAK, WaterCompass, and Baseline Product lines) in order to provide an exceptional level of support to HydroPoint customers, distributors, and specifiers. Ability to quickly identify a customer’s need, provide timely solutions, and communicate those solutions to the customer in order to maximize customer satisfaction. </span></p><p><br></p><ul><li>Handle all in-bound customer support interactions (phone calls, email, web requests)</li><li>Appropriately escalate technical support issues within the technical support team, and provide any data or support in order to facilitate a quick resolution to the customer's issues</li><li>Maintain ongoing follow up outreach and communication loop with customers to keep them informed of expected steps, timelines, status updates and problem resolutions</li><li>Document case notes, troubleshooting details, action plans, and resolutions for all support interactions in the company CRM service case system (Salesforce)</li><li>Use the company Return Authorization process to facilitate warranty product replacements</li><li>Maintain clear and accurate records of all customer interactions</li><li>Maintain a professional manner at all times</li><li>Ability to communicate clearly and effectively with HydroPoint personnel, distribution and other channel partners, and customers</li><li>Must be available to work a set day shift Monday-Friday (flexible schedule options are available)</li><li>Other duties as assigned or directed by the company</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

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10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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