Customer Experience Technical Support Engineer

The Tyndale Company, a private, 7x Top Workplace winner and industry leading national supplier of arc-rated flame resistant (FR) clothing to the utilities, oil and gas, transportation, chemical manufacturing, molten metals, and NFPA 70E markets is searching for an Inventory Cost Accountant. We’re a family-owned, and certified woman-owned (WBE) business providing a retail-style apparel experience to hundreds of thousands of energy workers across the US and Canada. We’re the leading distributor of innovative FRC solutions, and the largest industrial supplier of Carhartt FR, Ariat FR, and Wrangler FR clothing.

The CX Technical Support Engineer plays a crucial role in ensuring a positive and seamless Customer Experience for customers who require technical assistance. This role is responsible for resolving technical issues, maintaining effective communication with internal and external customers, and contributing to the overall improvement of the customer support experience. This role combines technical expertise with customer-centric communication and collaboration skills. The CX Technical Support Engineer supports our Sales Organization through oversight and coordination of IT customer related project requirements, ensuring successful user acceptance testing is achieved.

HYBRID/REMOTE: Tyndale supports a strong work-life balance. This Contracts Specialist will work 1 day a week onsite, and 4 days a week remote. To be considered, candidates must reside within a commutable distance from our Tyndale headquarters in Pipersville, PA (Bucks County) or our location in Houston, TX (CityCentre) for onsite work.

Responsibilities

• Provide Technical Support and resolution to our Accounts Team members and customers who encounter issues with Tyndale account services and systems; Diagnose and troubleshoot technical problems through effective questioning and problem-solving techniques;
• Oversee IT Customization Requests for Customer related needs; including project requirements writing, development of test case scenarios, and coordination of user acceptance testing;
• Oversee technical project management for Accounts Team internal system related tools and needs, including project requirements writing, developing UAT scripts, and overseeing successful completion of user acceptance testing (UAT);
• Ensure effective communication to address customer concerns and guide them through troublehooting steps; communicate technical information to customers in a clear and understandable manner;
• Interact with customers via various channels, including phone, email, or remote assistance tools; Maintain a professional and customer-focused demeanor during interactions;
• Develop and maintain a deep understanding of Tyndale service offerings and website technologies; Stay updated on new service and website features;
• Document customer interactions, including issues reported, solutions provided, and any additional follow-up required; Create visibility for customer facing teams of known customer issues;
• Assist in the development of training materials for Accounts Team members; Provide training and support to internal teams on new program services and technical updates to existing services; Identify areas of systems training opportunity for Accounts Team Management through IT ticket system insights;
• Create new feedback mechanisms to measure customer satisfaction with Technical Support services; Analyze results, including Customer Satisfaction Survey, and recommend improvements based on customer input;
• Serve as a Subject Matter Expert to support IT Development and Quality Assurance in cross-functional teams;
• Assist in the Accounts Team with other technical project related and customer reporting needs;

Qualifications

• BA/BS Degree or 4 years of experience in a Tyndale Technical Support role or Account Management position required;
• Excellent communications, verbal and written, is a must;
• Commitment and strong drive to explore, troubleshoot, and diagnose system application affecting internal Accounts Team members and Tyndale customers;
• Experience performing bug/incident investigation, root cause analysis, and reporting trends to development teams is preferred;
• Comfortable with process management and implementation to ensure efficiency within internal teams and ultimately drive exceptional Customer Experiences;
• Ability to collaborate cross-functionally with multiple stakeholders throughout the company, ranging from IT Teams to business-focused groups;
• Excellent interpersonal skills, verbal/written communication, presentations skills, and multitasking abilities;
• Ability to analyze data, build dashboards, and get insights;
• Brings a positive attitude and a love to collaborate well with others;
• Proficiency in all Microsoft Office applications; Advanced Excel skills required;
• Ability to describe defects clearly and accurately.

Benefits:

• Proven track record of company growth with an award-winning family-friendly culture;
• Comprehensive benefits package including Medical, Dental and Vision insurance; 401k with company match; 9 Paid Holidays, Company Paid STD/LTD, and Company-wide Bonus Plan;
• Paid Parental Leave;
• Generous paid time off package;
• Tuition and professional development assistance;
• Complete Wellness program including healthy lifestyles reimbursement program and corporate discount on health-tracking devices.

About Tyndale

Tyndale Company, Inc. is a single-supplier solution for keeping workers safe, comfortable, and regulation-compliant. We deliver top-quality, arc-rated flame resistant (FR) clothing and uniforms by way of managed apparel programs, driven by over 40 years of FR experience. We serve the electric utilities, oil and gas, transportation, and other industries across all 50 states and Canada. We believe that the key to our success is our employees and Tyndale has been recognized as an award-winning, employee-rated Top Workplace in the Greater Philadelphia and Houston areas. Our values are exhibited in every phone call, every order, and every shipment that goes out with our name on it, and we are dedicated to continually raising the bar on the products and services we offer.

Qualified candidates are encouraged to apply on our website, www.tyndaleusa.com/careers.

E.O.E

Job Type: Full-time

Pay: $100,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Houston, TX 77024