Manchac Technologies LLC
  • Alexandria, LA, USA
  • Full Time

Full Benefits Package


Essential Duties & Responsibilities:

Technical Support

  • Handle incoming call from customers and provide step-by-step guidelines for the resolution of issue (technical or counting issue).
  • Actively listen to customers to understand their issues or concerns.
  • Document and track customer issues using a ticketing system to ensure quick resolution.
  • Provide customers with status update via phone calls.
  • Follow-up on customers to ensure their issues are completely resolved.
  • Maintain an up-to-date knowledge of company products and services.
  • Install, configure, and troubleshoot systems manufactured by Manchac Technologies.
  • Educate customers on the features of company products/services to minimize technical challenges.
  • Create sales order for replacement parts.
  • Dispatch third party technicians.
  • Guide and direct the activities of less experienced tech support personnel.
  • Produce periodic reports of technical support operations to company management.
  • Ensure compliance with service agreements.
  • Prepare and submit work orders, handoff documentation, expense reports and timesheets to the respective departments.

 Lead

  • Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals.
  • Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
  • Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services.
  • Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience.
  • Auditing customer accounts to ensure accuracy of information.
  • Handling escalated issues from customers and technicians

Education, Skills and Experience:

  • Minimum high school diploma or GED.
  • 1 to 2 years of experience in customer service.
  • 1 year of experience with pharmaceutical automation preferred.
  • Superb customer service, communication and self-management skills.
  • Intermediate or advanced MS Office skills.
  • Strong phone and verbal communication skills along with active listening.
  • Excellent problem-solving skills.
  • Attention to detail along with logical thinking.
  • The capacity to clearly explain a technical problem to a customer/colleague.
  • Outstanding listening and questioning skills.

 Note:

The offer will be contingent upon satisfactory completion of a background check and pre-employment drug screen.

Manchac is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, gender identity, sexual orientation, national origin or citizenship status, age, disability, genetic information or veteran's status.

Manchac Technologies LLC
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