Job Title

XSENSOR Technology Corporation is the world leader in Intelligent Dynamic Sensing. We develop innovative products for Continuous Skin Monitoring, Human Performance, Design & Safety Testing and Sleep Improvement. Our systems are used by industry leaders around the world. For more information, please visit XSENSOR.comJob DescriptionThe purpose of the Customer Support Specialist role is to initiate, maintain and improve the customer experience with XSENSOR products.Responsibilities of the role include first line support, quoting, follow-up, product training and troubleshooting & problem resolution.Responsibilities:Technical SupportAssist in the setup of software and hardware products, providing clarity to FAQ and basic to advanced troubleshootingTroubleshooting and resolve usability or technical related issues with the setup or ongoing use of the productCoordinate the return materials authorization process , for matters that cannot be resolved over the phone or via email and require product to be returnedProduct & Sales SupportProvide quotes for new sales leads that come in via Web, Email or phoneFollow-up with new customers to ensure positive customer experienceProvide training via virtual meeting, phone and periodically on siteMaintain high level of fluency and expertise in XSENSOR products.Manage demo system delivery and return to customers.Return Product Support Evaluate returned items in order to determine root-cause and dispositionProvide remote or onsite support in the resolution of usability or technical related issuesComplete repairs and create internal work orders for production repair/replacementsManage the workflow of product returns or replacementsGenerate quotes and work orders for on and off warranty repairsOn-Site Support (limited)Install systems and provide customer trainingSupport subcontracted installation teams in the setup of systemsQualifications & ExperienceTechnical diploma in electronics, mechatronics IT or equivalent1+ years experience in electronics and/or software customer focused rolePhone and email customer support experienceOn-site/ customer facing support experience would be considered an assetCase Management and CRM software experience, preferably with Salesforce.com