Job Description:

The Technical Support Associate will report to the Technical Service Supervisory in our Denton, TX facility. maintain long-term, trusting relationships with our customers by offering end to end technical support. The TSA ensures proper follow up and follow through for successful resolution of customer inquiries to deliver an excellent customer experience for ESAB's internal and external customers.

Key Responsibilities

• Provides technical assistance expeditiously to the domestic, international customers, end users and distributors in troubleshooting welding and cutting equipment problems via telephone.
• Actively listen to customers to understand their issues or concerns

to gather information useful in providing recommendations and solutions to a technical problem

• Document, log, track, follow through customer issues using a ticketing system to ensure quick resolution of all calls daily
• Explain highly technical details to customers using simple understandable terms
• Participate in continuous improvement projects to improve customer experience
• Maintain an up-to-date knowledge of company products and services
• Educate customers on the features of company products/services to minimize technical challenges
• Follow-up on customers to ensure their issues are completely resolved
• Produce periodic summary reports of technical support trends to manager
• Project a Positive, professional image as a Company Representative
• Make decisions regarding credit, exchange or free replacements for the defective equipment to satisfy customers or distributors.
• Ability to effectively multi-take and prioritize while demonstrating attentiveness, responsiveness and a sense of urgency when dealing with customers
• Provides timely feedback to technical support Management Team regarding escalations, service failures or customer concerns
• Ensure all processes in department comply with ISO 9001 standards or policies

Knowledge, Skills & Abilities

• A degree from 2-year college/technical school or equivalent; or six (6) months to one (1) year related experience and/or training; or equivalent combination of education and experience.
• High school diploma or equivalent required
• Strong Problem Solving Skills and analytical mindset
• Proficient with Microsoft Office Suite or related software
• Ability to define problems collects data, establish facts, and draw valid conclusions. Able to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variable.
• Ability to explain technical issues to technical and nontechnical employees and customers
• Demonstrates responsiveness and sense of urgency when dealing with customers
• Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures or government regulations
• Must be able to access internet to pull customer specifications from their websites when required
• 3+ years of Technical Support Service experience
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Fluent English