Technical Solutions Specialist

## Description

**Scheduled Hours:** Monday through Friday, 8AM – 5 PM

Handi Quilter, (HQ), the worldwide leader in longarm quilting machines and accessories has an immediate, full-time **Customer Service/Tech Solutions Specialist** position available. Handi Quilter is an innovative company that provides quilters with the highest quality products and service. We pride ourselves in having a great work environment. We offer competitive salary and benefits. To apply email resume to [[email hidden]](mailto:[email hidden]). This position reports to Technical Solutions Manager.

**Job Description:**

We are currently hiring experienced technical specialists to provide technical assistance and support for incoming queries and issues related to quilting machines, computer systems, software, operating systems and hardware. The appropriate candidate will resolve product or service problems by clarifying the customer’s problem: determining the cause of the issue: selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. The appropriate candidate will respond to queries either, over the phone, email, online, or in person and maintain detailed documentation of all interaction.

**Job Duties:**

• Effectively utilizes written and verbal communication to serve the needs of Handi Quilter retailers and customers
• Implements conflict management skills to de-escalate calls in a way that builds a positive customer experience
• Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency
• Demonstrates patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Makes independent and courageous decisions keeping customer and company needs in mind
• Meets or exceeds company performance standards for quality and speed of service to our customers
• Communicates effectively as a team approach with other departments
• Accurately and appropriately document customer account based on actions taken
• Keeps track of open cases and in house repairs, reports and assures they are properly closed with good follow-up with the retailer or customer
• Engages in weekly development sessions with Team Leaders and Coaches
• Follows SOP’s provided
• Ability to work outside business hours and Saturday when needed
• Other duties as assigned

## Qualifications
**Required Skills:**

• Computer & typing literacy/proficiency, working with multiple software applications/screens simultaneously
• Ability to communicate technical information, both verbal and written, to a wide range of end – users
• Possess excellent follow-up skills, accuracy, attention to detail and the ability to manage multiple assignments
• Ability to quickly learn and/or use quilting machines and computer software
• Strong trouble-shooting and problem solving skills on mechanical and electronic systems
• Strong time management skills
• Experience providing technical support (preferred)