Job Description:

Description

This position is a focal point for receiving, handling, resolving and recording customer inquiries. Customer inquiries include but are not limited to installation and configuration of the Sun Nuclear software/hardware products, troubleshooting performance issues, and general inquiries regarding Sun Nuclear products and processes.

Major Responsibilities/Functions:

• Provide a focal point for the resolution of customer problems and assist customers in understanding the product manuals


• Receive customer communications, record customer issues, research the reported problem, examine pertinent information to determine accuracy of customer reports and source of errors


• Use all available Support Operations tools to document all the support activities, such as CRM (SalesForce), NCM, Visual Manufacturer, Knowdledge Database, Support website


• Gather configuration information and files required to resolve physics related products


• Follow up with each customer support case promptly until a reasonable solution is provided


• Provide suggestions for process and product improvement to maintain customer satisfaction


• Respond to the customer complaints with a working resolution within a reasonable time period


• Participate in trouble shooting and validate product tests as required


• Develop an overall working knowledge of the entire product line


• Escalate the complex issues to higher tier of expertise in Support Operations


• Attend professional conferences as needed


• Other duties as assigned

Specialized Requirements:

• Working knowledge of web based tools used for remote connectivity such as GoToAssist


• Good oral and written communication skills with the ability to maintain positive disposition during customer interaction


• Excellent telephone communication skills.


• High level of professionalism and high tolerance of stress.


• Solid working knowledge of Microsoft Office Suite.


• Must be able to possess a team approach and maintain a positive attitude.


• Excellent PC skills.

Academic Requirements:

• BA/BS in a Science or Technology discipline


• 2 years of work experience preferred

Qualifications