Technical Help Desk I

Job Title - Technical Help Desk I (US)

Job Location - 1601 W Diehl Rd, Naperville, Illinois, United States of America, 60563-1198

Hybrid role- Monday and Friday are WFH.

What You Will Do:

Act as the first line of contact for troubleshooting problems with 3D TRASAR and Nalco field equipment.

Provide live phone support to field representatives on standard equipment and e-catalog products referencing specifications, product literature, and pricing.

Communicate with customers regarding pricing, warranty, and equipment parts utilizing SAP

Track phone calls and email support tickets using ticket tracking system using Service Now.

Provide technical guidance to product marketers, R&D, and commercialization teams in assigned technology areas.

Support team vision, goals, and metrics

Collaborate with the Level 2 team on escalated issues

Position Details:

Work week and shift: Monday-Friday, 8:30am-5:00pm

Location: Naperville, IL

Minimum Qualifications

• High school diploma or equivalent

• 1-2 years of technical experience

• Basic knowledge of PLCs and electrical components

• 2-5 years of customer service or contact center experience or relatable field

• Strong communication skills

• Strong organizational skills and attention to detail

• Must be 18 years of age or older

• Must be authorized to work in the U.S.

Preferred Qualifications

• Bachelor’s degree or comparable technical experience is preferred.

• Ability to analyze and decipher data in a spreadsheet in a logical manner

• Experience working with Microsoft Office Suite and SAP

• Have clear understanding of industrial electrical and mechanical systems

• Ability to manage multiple projects

• Strong consultative skills

• Proven ability to lead conversations with confidence, and clarity

• Ability to work well in high pressure situations with a positive resolution

• Work efficiently against deadlines