Technical Support and Scheduling Specialist

ScentAir delivers billions of lasting impressions for customers around the globe every year. Our cutting-edge scent delivery solutions are tailored for a diverse range of business environments including restaurants, health care offices, airports, senior living facilities, apartment and multi-unit housing, retail stores, real estate (both commercial and residential), as well as health clubs and spas. The potential applications are truly limitless! We are the pioneers and innovators in the field, and we are proud to be the global leader in Scent Marketing!

Our impressive roster of clients features industry giants such as Disney World, Sea World, IHG, Aria Resort and Casino, MGM Grand, Marriott, Hilton, Dick’s Sporting Goods, Westin Resorts, and Greystar Properties, among many others.

Job Description:
Are you ready to be part of something Scent-sational? ScentAir seeks a dynamic individual for the role of Technical Support and Services Specialist. This hybrid role combines coordinating technical services with pre-sale support to ensure seamless delivery to our customers. You'll analyze installation plans, troubleshoot issues, and provide scheduling and technical assistance.

- Recurring dispatch and service scheduling / Multitasking capability is a must
Requirements:
• Strong computer systems proficiency, including Microsoft Word, Outlook, Access, PowerPoint, and strong Excel skills with experience in V lookups. 
• Must have previous experience using Client Relationship Management (CRM) software applications, primarily Salesforce.
• Exceptional troubleshooting and diagnostic skills.
• Previous scheduling experience preferred but not required.
• Self-starter mentality with the ability to work well with changing priorities.

- Bilingual proficiency in Spanish/English is a plus.

Responsibilities:
• Coordinate and ensure timely scheduling of field technicians and subcontractors for client installations, service requests, and regular maintenance of systems across North America, Canada, and Latin America.
• Answer incoming calls to our Tech Support line with enthusiasm and attentiveness, analyzing, troubleshooting, and diagnosing customer issues promptly and effectively.
• Communicate installation schedule to customers, vendors, sales, and production to ensure timely delivery of product to be installed.
• Collaborate with customers and our sales team to determine the most suitable fragrance delivery equipment for specific customer applications, ensuring optimal satisfaction.
• Monitor service ticket status to ensure all service requests are performed promptly, and initiate Tech  Support Cases, ensuring efficient processing and resolution.
• Educate customers about the installation and maintenance process and create comprehensive work instructions for dispatched service technicians to follow when they are on-site at customer locations.
• Analyze and report service performance to the management team, along with customer feedback for continuous improvement.
• Advise management about the status of installations and any barriers to on-time installation and on-site service, while tracking and analyzing installation costs.
Benefits:
• Comprehensive medical, dental, vision, and life insurance plans.
• Company-matched 401k.
• Fun, team-focused work environment.
• Generous paid time off policy with an expanded holiday schedule.
• Hybrid work schedule combining in-office and remote opportunities. (In-office 3 days per week)
• Employee-driven community outreach program.
Experience the Scent-sational Difference! Join our team today and embark on an exciting journey of providing top-notch technical support and ensuring customer satisfaction at every turn!