Service Support Person

JOB SUMMARY

The Service Support Person is responsible for providing professional assistance to current customers by creating tickets about any issues regarding fixing their windows. This position is part of a group responsible for direct customer technical support on the windows.

ESSENTIAL FUNCTIONS

• Comply with Company Safety Policies.

• Regular attendance, timeliness and scheduling flexibility.

• Provide safety leadership in promoting and creating a zero-injury safety culture.

• Answer inbound customers calls from current customers.

• Assist customers by creating tickets to send a service tech to fix an issue with the product.

• Resolve customer discrepancies by proactively offering resolutions.

• Build rapport with current customers.

• Gather and prepare documentation regarding product failure.

• Educate customers on product for optimal understanding.

• Escalate customer complaints.

• Special projects and other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

The employee should hold the following abilities:

• Must be able to work well in a team environment.

• Must possess strong communication and organizational skills.

• Ability to work well with people at all levels.

• Must have strong leadership skills and ability to professionally lead associates by example.

• Ability to change or adapt work practices, priorities, or procedures.

• Ability to think and take constructive action in work-related matters.

• Must have the ability to multi-task.

• Must be able to work independently and use good judgment.

• Ability to maintain attention to detail.

• Ability to handle confidential information.

• Demonstrate excellent time management skills, prioritizing and handling multiple tasks at the same time.

EDUCATION AND/OR EXPERIENCE

The employee should have the following:

• Computer and software experience.

• Must have great organization, communications and time management skills.

ESSENTIAL PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

The employee should possess the ability to:

• Prolong sitting or in stationary position.

• Wear all required personal protective equipment (hearing, vision and hardhat protection).

• Ability to move or traverse about the facilities.

• Must be able to ascend/descend stairs or ladders.

• Ability to work around dust, chemicals, and other substances, and in various environmental conditions.

• Exposure to external and internal temperature fluctuations.

• Exposure to sounds or noise levels that maybe uncomfortable.

• Ability to stand for up to 12 hours performing shift work or in a stationary position.

• Perform repetitive movements.

• Bend or twist.

• Wear all required personal protective equipment.

• Work in constant noise levels above 85 decibels.

• Handle, control or feel objects, tools or controls.

• Able to lift/move up to 50 pounds.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, and abilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.