Technical Support Specialist 1- COMMANDcp

Summary of Role

Are you a Seasoned Support guru that everyone goes to when they have difficult problems? Join Command Alkon’s Customer Support team! We take pride in being the leaders in supporting advanced construction material industry solutions. We are found throughout the globe in Concrete Batching Plants, Rock Quarries, Asphalt Plants, and much more. Command Alkon requires individuals that have a deep hunger for providing extraordinary and exceptional customer service and have a desire to grow with Command Alkon in their own quest for more knowledge. Our support team is Command Alkon's primary eyes and ears of the customer.

The Technical Support Specialist 1 is an entry-level technician within the Support Organization, initially considered a trainee that focuses on a specific product line. Utilizing the "Product Training Curriculum", the Technical Support Specialist 1 is trained on product functionality, product infrastructure, engagement of common support requests, case management best practices, escalation processes, and internal policies. The Technical Support Specialist 1 progresses from work-shadowing to supervised work and independent work under the guidance of more experienced Technical Support Specialists.

How You’ll Succeed

-Adhere to "Product Training Curriculum" schedules and progressing through allocated courses.

-Provide Level 1 support with assistance from senior team members for various hardware, software, Saas, and mobile solutions.

-Own the customers problem through resolution while keeping the customer informed timely.

-Proactively anticipate the customers’ needs or problem by listening to all details and continually strengthing and improving your customer service skills.

-Work as a team to meet or exceed Command Alkon's Support SLA's.

-Continually make improvements or updates to Command Alkon's customer facing knowledge base articles.

What You Bring

-Proven experience in providing technical support, taking ownership of customers issue through resolution. Your patience allows you to aid those customers with limited technical computer knowledge.

-A strong passion for helping people and businesses by identifying and solving problems.

-Demonstrated ability to see the support experience through the customer's eyes utilizing a creative, empathetic, and responsive approach.

-Demonstrated ability to work under pressure and keep a positive attitude.

-Excellent verbal and written communication skills.

Who You Are

Plans and Aligns - You plan and prioritize work to meet commitments aligned with organizational goals.

Action Oriented - You take action on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Nimble Learning - You actively learn through experimentation when tackling new problems, using both successes and failures as learning fodder.

Situational Adaptability - You adapt your approach and demeanor in real time to match the shifting demands of different situations.

Communicates Effectively - You develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.

All Company Core Competencies

Customer Focus: You build strong customer relationships and deliver customer-centric solutions.

Cultivates Innovation: You create new and better ways for the organization to be successful.

Collaborates: You build partnerships and work collaboratively with others to meet shared objectives.

Instills Trust: You gain the confidence and trust of others through honesty, integrity, and authenticity.

Self-Development: You actively seek new ways to grow and be challenged using both formal and informal development channels.