Technical Support Agent

Manufacturing company in Pinellas Park, FL is looking for a Bilingual Technical/Sales Support Agent! This role is the technical “face of the company” - high level of customer engagement.

The support agent will work with management to continually ensure there are adequate resources, systems, tools, and reporting to properly support the business.

The support agent’s primary function is to provide hands-on customer support and training as required and to assist sales with customer presentations and demonstrating at customer and trade events.

Direct hire role

100% on site - Pinellas Park, FL

$56,000-$58,000

Responsibilities

Training:

1. Understanding of basic features and benefits of company
1. Best practices for machine operation and maintenance
2. Best practices for film installation techniques
3. Enhancement of training curriculum for:

Retailers/Distributors
Sales Team
Support Team
Updating and maintaining all departmental tracking tools

Support:

1. Support retailers and distributors in the US and Latin America through all supported mechanisms
2. Understand where to find resources for support as required
3. Track and measure support items including Tickets, Response time, Response channels (call, WhatsApp, etc.), Outcomes

System and Tools

Understand all aspects of the client and system as well as the various tools and reports to ensure maximum uptime and proper support for users including:
Mobile App
API 3
Mission Control
Fresh Desk
Teams
WhatsApp

Other Responsibilities

Ensure all critical elements of the support network is running optimally for all intended times and duration, i.e. phone numbers active, app services updated, email addresses current
Ensure that customer issues are appropriately addressed, researched, and accurately resolved in a timely manner.
Ensure proper escalation occurs for unresolved issues and assign appropriate priority
Coach and review team members with regards to their performance of their duties, adherence to policies and procedures
Assist in troubleshooting technical issues and use those opportunities to further mentor the team
Refine and implement the methods, procedures, tools and policies to ensure high-quality service is delivered to customers.
Collaborate with all relevant departments
Maintain a knowledge base of known issues and solutions
Proactively identify repeating issues, missing features, customers at risk and implement methods to eliminate
Provide feedback to management

Qualifications

Bi-lingual language skills- Spanish (preferred), Portuguese, French
Minimum 2 years in a technical support and/or customer support role
Consumer electronics or telecommunications
Travel when and where necessary (10%)
Industry events and customer events

Apply today!
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AppleOne is proud to be an Equal Opportunity Employer. We believe in people, and we are committed to working with people of all backgrounds and connecting them with clients and companies who share our goals of diversity and inclusiveness. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.

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For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

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Founder and CEO, Janice Bryant Howroyd, is a North Carolina native who left her hometown in 1976 armed with $1500. Since then, she has dedicated her efforts to building an organization that is committed to keeping the humanity in Human Resources and Strategic, Inclusive Procurement.

Mrs. Howroyd’s commitment to excellence has grown ActOne Group to 33 countries, with over 17,000 clients and more than 2,800 employees. The largest woman-minority-owned workforce management company founded in the US, ActOne Group professionals bring expertise in delivering corporate HR initiatives to local and global markets.

Mrs. Howroyd was selected by former President Barack Obama to serve as a White House appointee and continues to serve under the current administration as an Ambassador of Energy. Mrs. Howroyd gives generously through funding and advocacy for STEM education, particularly for women and minorities.

Mrs. Howroyd leads her teams to build business success based on the ability to connect great companies with outstanding talent. Her passion for education, mentorship, and self-empowerment initiatives have earned her many professional and philanthropic recognitions. She is a sought–after speaker and media subject matter expert in her fields. Her book, The Art of Work: How to Make Work, Work for You, is available on Amazon.com.