Technical Support Specialist

Company Overview

FyndTalent collaborates with organizations to assemble teams that deliver significant business outcomes. The company emphasizes a relationship-centric recruiting strategy, carefully understanding the broader business context, team dynamics, and success metrics for each hire. This approach ensures talent alignment not only with job needs but also with company culture and long-term objectives. FyndTalent supports recruitment across multiple sectors and company growth phases, specializing in roles that impact how businesses function and scale. The company maintains open channels with organizations planning crucial hires or team expansions.

Role Summary

The Technical Support Specialist focused on Customer Success plays a vital role in fostering customer loyalty and satisfaction. The position revolves around customer engagement strategies aimed at boosting retention and company expansion through net recurring revenue (NRR). It also involves delivering technical assistance and help desk support. Candidates should bring one to three years of experience involving customer service within technical environments, alongside familiarity with CRM and ERP platforms. Experience within an Original Equipment Manufacturer (OEM) setting is advantageous.

Primary Duties

• Provide fast and effective technical assistance to customers, including troubleshooting hardware issues related to USB-C charging systems, mobile device management, and device charging stations.
• Maintain a thorough understanding of company products and services, keep current with updates, and translate complex technical specifications into accessible language for non-technical clients like school IT coordinators and facility managers.
• Record and track customer inquiries and ensure timely follow-ups.
• Oversee the complete order process from quotation through delivery, collaborate with operations on timelines, configurations, shipping, and manage warranties and RMAs.
• Assist customers during product deployment phases such as scheduling installations, providing remote or onsite user training, and resolving hardware setup challenges.
• Gather and evaluate customer feedback to identify improvement prospects and deliver insights to product development teams.
• Manage customer health data including renewal rates, upselling, cross-selling activities, and net recurring revenue, aiming to meet retention and growth goals.
• Identify and implement initiatives to enhance customer satisfaction.
• Apply problem-solving abilities to resolve customer complaints effectively.
• Contribute to the design and refinement of customer service procedures.
• Respond promptly to customer inquiries and cultivate satisfied customers as brand advocates through testimonials, case studies, or referrals.
• Support relationships with B2B clients and channel partners such as resellers, distributors, and institutional buyers.

Qualifications

• Bachelor's degree in a related discipline or comparable professional experience.
• Demonstrated customer service experience in B2B or channel partner contexts, including resellers and institutional procurement.
• Preferred experience with K-12 education, higher education, healthcare, or government purchasing systems, particularly institutional or contract-based sales.
• Comfortable discussing technological hardware like USB-C charging and power delivery products, with the ability to quickly master product specifications.
• Exceptional communication and interpersonal skills.
• Strong problem-solving and conflict management capabilities.
• Self-motivated with minimal supervision needed.
• Highly organized, detail-focused, capable of handling multiple tasks concurrently.
• Proficient with CRM tools such as Salesforce or HubSpot, as well as ERP systems for order and account management; knowledge of ticketing platforms like Zendesk or Freshdesk is an asset.
• Experience in an OEM environment is a plus.