Technical Customer Service Specialist (with limited shipping)

Company: Media Cybernetics Inc
Location: Rockville
Posted on: November 19, 2021

Job Description:

Job Description POSITION SUMMARY As a member of our growing ProCare Technical Services Team, this role, just like all other ProCare team roles, will need to have a basic technical support knowledge, and then an additional specialty within the team. The ProCare Technical Services department goal is to offer professional customer service, product training, technical support and guidance for all customers and partners using and selling Media Cybernetics products. Actions by this department create a lasting impact on existing and future customers and partners, influencing future buying decisions. The ideal candidate for this position will demonstrate a passion for assisting others, learning new things, and approaching each day with enthusiasm and professionalism. The candidate will have a strong desire to learn complex systems and technical image analysis techniques over time in order to train and support both end users and partners. The channels for assisting customers and partners will include inbound support cases and phone calls, web forums, knowledgebase articles, technical/application notes, training courses and materials, and technical web demos. The candidate will provide assistance with use of our products to the level they can become proficient at over time. They will identify, investigate, and report software problems to engineering and as needed create the corresponding technical service bulletins, Frequently Asked Questions, and other support related content. In addition to providing high quality support for our customers, this role will require a specialty in Customer Service as it is related to processing and supporting orders and shipments. This role will have limited shipping duties, needing to physically assemble, box, and ship simple packages of software products and licensing. ROLE AND RESPONSIBILITIES The role is comprised of three elements: Technical Support (30%) -- Raise information, bug and feature requests to the development team or senior support specialists. -- Technical support for routine issues related to software product usage by phone, email, and web -- Assist with installation, configuration, and efficient use of our products -- Troubleshoot problems and assist clients with workarounds -- Apply diagnostic utilities to aid in troubleshooting -- Develop regular technical notes, training videos, knowledgebase articles, FAQs, and technical service bulletins Customer Service (40%) -- Enter / Process purchase orders (PO's) in an accurate, timely, and efficient manner. -- Prepare invoices and obtains necessary approvals for price overrides as needed. -- Ensure correct order entry procedures are followed in the fulfillment of customer orders. -- Complete necessary paperwork (e.g. New Customer Forms, Credit Memo, RMA Returns, etc.). -- Record customer data into ERP and CRM databases. -- Conduct all export compliance-related checks. -- File / maintain accurate records of issues related to shipping, order entry, and customer/partner pricing. -- Facilitate communication to appropriate department(s) to properly respond to customer's needs. Shipping Coordination (30%) -- Prepare and process products for shipment, working to ensure all orders are filled correctly. -- Physically assemble, arrange, protect, and fill boxes with accurately licensed and labeled product. -- Determine which delivery services each order requires and complete international shipping documentation. -- Enter data such as addresses, quantities, and weights to complete the paperwork necessary for shipping. -- Schedule shipping pick-ups and work with freight companies to ensure delivery Company Description Founded in 1981, Media Cybernetics helps individuals and organizations extract and mine knowledge from images through world-renowned software for image capture, processing, analysis, display, and management. Our products simplify and enhance image-based data collection and analysis for those who wish to increase accuracy and automate research, development, and quality processes.

Keywords: Media Cybernetics Inc, Rockville , Technical Customer Service Specialist (with limited shipping), Hospitality & Tourism , Rockville, Maryland