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With annual sales of $5.5 billion, Veralto is a global leader in essential technology solutions. Our operating companies help manage, treat, purify, and protect the world's water resources while supporting product quality, traceability, and essential goods across global supply chains. Joining Veralto means joining a company where purpose meets possibility—and where your work contributes to a safer, cleaner, and more sustainable future.
Technical Support Representative
Location
United States
Posted
111 days ago
Salary
$55K - $60K / year
Seniority
Senior
Job Description
Technical Support Representative
Veralto
• 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 • 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
Job Requirements
- 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.
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)
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