Technical Support Specialist

Overview
Technical Support Specialist- $25-$27/hr
Irvine, CA (Hybrid)- 3 days onsite/2 days remoteContract to possible hire
Job ID 2023-9279
Hours 7am-3:30pm
We are looking for an Technical Support Specialist. This is a contract to possible hire opportunity in Irvine, CA .
Qualifications:

• Knowledge of 220V and commercial equipment - Preferred.
• Minimum six months experience handling tech support for equipment - Ideal would be with commercial coffee equipment technician\practitioner and espresso machines.
• Strong customer service and analytical skills.
• Ability to work cross-functionally with internal and external partners.
• Excellent written and verbal communication skills.
• Experience with MS Office required.
• Preferred experience with Salesforce, SharePoint, MS Teams, and ACD user interface.

Responsibilities:

• Troubleshoots service issues with third-party and field technicians.
• Conducts root cause analysis to identify and resolve technical issues promptly on escalated machines.
• Review and analyze machine service history and provide machine service reports, especially on escalated machines.
• Collaborates with Technical Support Management and the Product department on troubleshooting more complex scenarios, especially in case of emergency service cases.
• Provides technical consultation on service reports and service invoices from service providers to our service administration department on request.
• Provides Technical Support and recommendations on machine parts inquiries.
• Updates technical details service incident\case with troubleshooting steps and resolution in case of return trip requests and possible recalls initiated by operative dispatch departments.
• Communicates and reports prioritized service issues according to the escalation process.

Pay Range for CA, CO, IL, NJ, NY, WA: $25/hour to $27/hour. Starting rate of pay offered may vary depending on factors including but not limited to, position offered, location, education, training and/or experience.
About the Client
Our client is one of the leading manufacturers of equipment.
About Solugenix
Solugenix is an information technology services company known for its deep experience and knowledge in providing comprehensive technology services, solutions, and talent support for companies around the world. The company offers a variety of cutting edge and talent support solutions to promote growth and cutting-edge advancement to our esteemed clients and candidates. We provide these talent support solutions on a contract, contract-to-hire, and direct hire basis. We also have additional resources from our staffing partners to ensure the right match and expertise for the best result.
For over 50 years, global and local brands have trusted Solugenix as an added resource and partner in taking steps to ensure their immediate and future success. In addition to generating ground-breaking, industry-defining solutions, Solugenix has been delivering the talent and support needed to make it happen. We are dedicated to partnering with clients and candidates whose core values also foster a culture of professionalism, teamwork, and integrity.