Technical Customer Support Representative

Technical Support Rep – Austin, TX (Hybrid)

Intertek, a leading provider of quality and safety solutions to many of the world’s top-recognized brands and companies, is actively seeking a Technical Support Rep to join our Alchemy team. This is a fantastic opportunity to grow a versatile career in SaaS support.

Intertek Alchemy is the global leader of innovative Software as a Service (SaaS) solutions that help food companies engage their workforces to drive safety and productivity. Over three million food workers at 50,000 locations use Alchemy’s tailored training, coaching, and communications programs to safeguard our food supply, reduce workplace injuries and increase productivity. From farm to fork, Alchemy works with food growers, manufacturers, processors, packagers, and distributors of all sizes to build a culture of operational excellence. Learn more at alchemysystems.com.

What are we looking for?

As a Technical Support Rep you will respond to and resolve customer technical inquiries and issues as well as assist customers with installation and issue resolution.

This is an exciting opportunity for an ambitious and highly motivated Technical Support Representative to join our growing team in Austin, Texas and take the next step in their career. You will have a solid background within the technical or software industry and provide exceptional technical support and customer service to our clients. You will partner with our Client Support team to investigate and resolve issues, as well as make our product better. You will continue to improve your technical skills and expand your product knowledge as you provide timely, helpful, and satisfying support to our clients.

What you’ll do:

• As part of the Client Success team, the Technical Support Representative will play an integral role in the customer relationship through technical support of our SaaS, learning platform
• Provide technical support resolution via email, phone and screen sharing
• Build a relationship with the customer and proactively follow-up through issue resolution.
• Create, track, and resolve support tickets for clients.
• Communicate directly with customers verbally and written, utilizing active listening, and setting the tone for the interaction (empathy, positivity, patience)
• Train customer on notable features and best use of products
• Support Associate Technical Support Engineers in both training and troubleshooting.
• Document details of conversations and interactions in a timely manner

This position outline is a general guideline and does not represent all encompassing details. The position assumes that the incumbent has both the mental and physical requirements to carry out the above defined duties.

Minimum Requirements & Qualifications:

• 2+ years experience in technical customer support in a SaaS environment
• Experience troubleshooting basic PC and tablet (iOS and Windows) issues
• You are proficient in MS Office and Windows-based applications
• Comfortable spending most of your work day responding to customers over the phone.
• Outstanding customer service skills, including strong written and communication skills
• Ability to learn and understand complex technical concepts
• A successful track record of meeting, exceeding goals, and balancing multiple high priority initiatives, in challenging environments
• A passion for customer service
• High School Diploma
• This is a remote position; however, applicants must reside in and be able to legally work in the United States.

Preferred Requirements & Qualifications:

• Bachelor’s degree or some form of higher education
• Bilingual language skills preferred
  
  

Benefits Info:

In addition to competitive compensation packages, when working with Intertek you can expect benefits including medical, dental, vision, life, disability, 401(k) with company match, generous vacation / sick time (PTO), tuition reimbursement and more.

Intertek: Total Quality. Assured.

Intertek is a world leader in the Quality Assurance market, with a proven, high-quality business model and a global network of customer-focused operations and highly engaged subject matter experts. With passion, pace, and precision we work to exceed our customers’ expectations, while engaging with our employees to be 10X in their performance and professional growth.

Intertek is a drug-free workplace. As a condition of employment, certain positions may be required to pass a pre-employment drug test based on the type of work that will be performed.

We Value Diversity

Intertek’s network of phenomenal people are our greatest assets, and the diversity they bring fuels our success. Intertek is an Equal Employment Opportunity Employer that values inclusion and diversity. We take affirmative action to ensure all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

For individuals with disabilities who would like to request accommodation, or who need assistance applying, please email [email protected] or call 1-877-694-8543 (option #5) to speak with a member of the HR Department.

*Intertek does not accept unsolicited approaches from agencies and will not pay a fee for any placement resulting from the receipt of an unsolicited resume.