Job Title:                   Technical Support Specialist III

Department:              Operations

Reports To:               Customer Service Manager

Location:                    Beverly, MA

Position Type:            FT, Exempt, On-site

Are you looking to join a company that is deploying a revolutionary technology to disrupt an entire legacy market. 50-year-old technology is being displaced by innovative solutions bringing the superhuman power of color night vision to an expansive array of end-users? Do you have passion for scaling up new businesses and believe our recreational boating, law enforcement and military customers deserve the very highest performance technology? 

Job Overview: SIONYX is seeking a candidate to help strengthen the customer service team.

As part of the Technical Support department, you are the first line of contact for all incoming end-user inquiries. Your professionalism and unique ability to exceed customer expectations will elevate SIONYX as the industry leader in our respective markets. The primary objective is to provide a superior level of customer service and support across multiple communication platforms. The Technical Support Specialist will have strong interpersonal skills and develop in-depth technical knowledge of SIONYX products. You will diagnose and resolve customer complaints, while providing product solutions for unique install applications.

To ensure success, you need to employ prudence and tact in interacting with SIONYX team members and be meticulous and organized.

Essential Duties and Responsibilities:

·        Respond to customer inquiries through incoming phone calls, technical support tickets, and emails by providing answers and technical solutions.

·        Assist with customer returns and document recurring themes for further testing.

·        Ensure that customer support activities are seen to deliver measurable and significant value.

·        Assist with the development and implementation of service policies, technical support protocols, and solution documentation.

·        Communicate with clients to diagnose technical issues.

·        Provide step-by-step instructions to fix technical issues.

·        Provide backup solutions whenever necessary.

·        Provide training sessions for new hardware or software products.

·        Keep detailed logs of client problems, solutions, and customer satisfaction.

·        Provide instructions in simple terms.

·        Work together with the Customer Service Manager to find solutions to more complex issues.

·        Possess strong problem-solving skills and savvy to interpret and diagnose technical issues.

·        Collaborate with product management and engineering to alert them of any recurring issues and ensure timely resolution.

·        Evaluate effectiveness of service initiatives utilizing contemporary survey methods.

·        Prepare analytical company facing presentations.

·        Analyze service environment and offer resources or tools to enhance productivity.

Required Qualifications

·        Proven ability to acquire and develop in-depth knowledge of a wide range of software and hardware products.

·        Strong analytical skills.

·        Strong problem-solving skills.

·        Excellent communication skills, both written and orally.

·        Excellent customer service skills.

·        Strong organizational skills.

·        Excellent time management skills.

·        Flexibility.

·        Be agile and think strategically to drive customer satisfaction.

Education & Experience

·        Bachelor’s degree or six years of work experience in a similar field.

·        5+ years’ working in customer service.

·        Experience with CRM and ERP platforms.

·        Expert with Microsoft Office.

·        Understanding of iOS and Android systems.

·        Passion for the outdoors where night vision camera systems are used.

Physical Requirements:

·        Prolonged periods sitting at a desk and working on a computer.

·        Must be able to lift up to 30 pounds at time.

Work authorization: United States citizen or permanent resident required.

Salary Range: $70,000 - $80,000

Incentive Bonus Plan: up to 10%