Senior Technical Support Specialist

6 days ago

Richmond Hill, Ontario, Canada Global Industrial Full time

**Job Summary**

We are seeking a highly skilled and experienced Senior Technical Support Specialist to join our team at Global Industrial. As a key member of our technical support team, you will be responsible for providing top-notch customer service and technical assistance to our valued customers.

The ideal candidate will possess strong analytical skills, excellent written communication abilities, and the ability to work independently in a fast-paced environment. You will be comfortable working with customers via phone or email, and have a solid understanding of industrial equipment and its applications.

In this role, you will assist Exclusive Brand customers with troubleshooting product-related technical issues, coordinate with the Global Industrial Exclusive Brand team to develop solutions, and provide timely and effective support to resolve customer concerns.

You will also be responsible for documenting diagnoses in our CRM system, ordering parts from suppliers, and ensuring on-time delivery to our customers. Additionally, you will take ownership of all Exclusive Brand technical support issues and work closely with the frontline Customer Service team to ensure seamless support.

To succeed in this role, you will need to possess strong problem-solving skills, be able to think critically, and have excellent interpersonal skills. You must be able to stay composed and objective when dealing with difficult customers and de-escalate issues as needed.

**Key Responsibilities:**

  • Assist Exclusive Brand customers with troubleshooting product-related technical issues.
  • Coordinate with Global Industrial Exclusive Brand team to develop solutions.
  • Document diagnoses in our CRM system.
  • Order parts from suppliers and ensure on-time delivery.
  • Take ownership of all Exclusive Brand technical support issues.
  • Work closely with the frontline Customer Service team.

Requirements:

  • Bachelor's degree in a related field (e.g., technical field, business administration).
  • 2+ years of experience in technical support or a related field.
  • Strong analytical skills and problem-solving abilities.
  • Excellent written communication and interpersonal skills.
  • Able to work independently in a fast-paced environment.
  • Knowledge of Windows-based systems, digital soft phones, and CRM systems.

**What We Offer:**

  • An estimated salary range of $65,000 - $80,000 per year.
  • A competitive benefits package.
  • A dynamic and supportive work environment.
  • Ongoing training and development opportunities.

About Global Industrial:

Global Industrial is a leading provider of private label and brand name industrial equipment and supplies to businesses throughout North America. With over 70 years of experience, we pride ourselves on providing top-quality products and exceptional customer service.

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