JOB DESCRIPTION

BRIEF POSITION SUMMARY:

The Technical Support Rep assists internal and external customers with application recommendations, alternative product selections and technical inquiries

DUTIES AND RESPONSIBILITIES

• Assists associates and customers with product related technical inquiries by applying knowledge of MSC's products and their uses.

• Accepts transferred customers from associates to ensure that conference times are not excessive.

• Supports customer requests through Omni channel that could include calls, emails and chats

• Effectively uses up selling and other selling techniques to increase order value.

• Maintains vendor resources by ensuring it is kept up to date with the latest available information.

• Retains item-specific bin check information and vendor information and communicates errors to the catalog correction team.

• Troubleshoots product and warranty issues; finds solutions satisfactory to both customers and associates.

• Communicates customer concerns and sales opportunities to sales management.

• Responsible for completing on-line product training and attending offered vendor training.

• Assists the Data Center Team by updating or selecting the appropriate item cross for a particular product.

• Assists Customer Care training team with product presentations when required.

• Attends Team meetings in order to share technical tips and applications when required

• Proficient in WEBSOE, PC applications, and internet search capabilities.

• Assists other departments with item identification, defective inventory, and bin check issues.

• Perform at minimum achieves level for Tech Team Goals and KPI's

• Applies continuous improvement processes to continually identify and eliminate waste and inefficiencies.

• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.

• Participation in special projects and performs additional duties as required

QUALIFICATIONS

What You Need:

• High school diploma or equivalent is required

• Minimum of five years combined Metalworking/MRO Industry required

• Strong verbal and written communication skills in both English and Spanish required.

Bonus Points If You Have:

• Minimum of two years inbound/ outbound telephone sales, outside sales, or customer service experience preferred

• Excellent customer service and sales skills are preferred

Other Requirements:

• Some CRT data entry experience is required.

• Basic PC application knowledge is required

• Excellent resourcefulness, organizational skills and sense of urgency

• Knowledge of basic arithmetic is required.

• Knowledge of MSC like products and the ability to provide technical assistance on various product categories is required.

• Good verbal and written communications skills are also required.

• This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”)

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