Technical Support Specialist

With FARO CREAFORM, possibility takes form.

We give quality teams, production teams, maintenance teams, and designers the certainty
to manufacture and design like never before — transforming 3D measurements into smarter decisions and endless possibilities.

We work with the largest companies on the planet to provide the solutions that enable them to overcome their most pressing industry challenges. In aerospace and automotive, we work with firms like SpaceX, NASA, Tesla and Volvo among others. In the construction industry, we work with the largest builders to scan and design astonishing projects. For public safety professionals, our forensics scanning tools solve crimes and document scenes with high tech gear you probably see on CSI and in the movies!

We believe that if it can be dreamed it can also be measured. And if it can be measured, it can also be realized.

FARO CREAFORM is seeking a Technical Support Specialist Tier 2 who performs duties to provide technical support to domestic and international customers, product distributors and sales representatives, relating to the organization’s line of products involving hardware and software components, working within the limits of established policies. This is an ideal job for an organized, detail oriented individual with strong problem solving skills, a 2-year CAD degree and at least one year of customer service experience, preferably in a technical support environment. The salary range for the position is $20/hr - $24/hr.

How you will make a difference @ FARO CREAFORM:

• Act as second level of support responding to customer inquiries received through facsimile, e-mail, telephone or other communication method and related to any range of FARO Products.
• Make inquiries to determine the nature and extent of problem and to isolate areas of concern.
• Identify causes of problems and provide solutions to customers.
• Structure solutions to suit user circumstances and level of competency and communicate through means suited to user requirements.
• Ability to handle high call volume and correspondence; multitask and escalate to Tier 3 as needed.
• Determine the requirement for units to be returned for inside service, provide return authorizations and communicate shipping requirements and
• arrangements to customers as required.
• Prepare required internal documentation to facilitate the return of customer units for repair services.
• Process quotes, customer orders and sales orders for accessories, warranties, repairs and software.
• Enter data relating to customers and sales and maintain customer database in computer system.
• Research and determine customer accounting terms, proof-reading all legal documents (purchase orders), overseeing the invoicing and billing
• process by providing a customer with requested invoices.
• Follow up on open service inquiries to ensure that customers received solution and are satisfied with solution. Respond to and resolve complaints and concerns.
• Familiar with standard concepts, policies, practices, and procedures.
• Relies on experience and judgment to plan and accomplish goals.
• Develop technical Q&A for solutions & fast faxes, related to FARO CREAFORM products.
• Handling of confidential data internally and with customer.
• Facilitate support for internal customers (other departments) and direct them to appropriate solution avenue(s).

This position requires:

• Minimum of 1-3 years’ experience in Customer Service.
• Must be bilingual: English/Spanish.
• Ability to Multi-task & Prioritize.
• Ability to work independently as well as a team environment.
• Organized & Detailed Oriented.
• Good Oral & Written Communication Skills.
• Good Relationship Building Skills.
• Continuous track record of success.
• Past database / data entry experience.
• Proficient at Microsoft Office Suite.

What FARO CREAFORM can offer you:

We have excellent benefits for you and your family. We not only care for our employees but also to their immediate family members. We believe in a balanced work-life and have developed programs and benefits plans to support that ethic, such as:

• A competitive paid time off bank and paid holidays

• Medical, dental, life and AD&D insurance plans

• Pre-tax flex spending accounts for medical and dependent care

• 401K with employer match

• Tuition reimbursement and training opportunities

• Other employee events

We are a drug-free workplace with pre-employment drug screening.

Join us. Become part of a dynamic organization that values quality, leadership, teamwork, honesty and openness as a way of life in conducting our business.

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