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<h3>Job Description</h3>
Job Description
SUMMARY
The Technical Support Rep 2 is responsible for providing advanced technical support to Momentum’s direct business customers and Momentum resellers.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
 
GENERAL DUTIES AND RESPONSIBILITIES:
<ul>
<li>Provides superior customer service and advanced technical support for direct business customers including troubleshooting, making configuration changes, processing change orders, answer how to questions, and billing inquiries.</li>
<li>Answer all calls delivered within 3 rings or less.</li>
<li>Utilize all required resources and work flows to accurately resolve or escalate customer issues.</li>
<li>Adhere to Momentum Telecom Company and departmental policies and procedures.</li>
<li>Maintain acceptable performance according to published standards.</li>
<li>Demonstrate ability to work effectively with other team members.</li>
<li>Identifies and recommends process improvement ideas to Management.</li>
<li>Demonstrate exceptional customer service behaviors such as: being friendly and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information.</li>
<li>Contributes to the accomplishment of individual, team and customer performance goals.</li>
<li>Troubleshooting technical problems, setting up advanced configurations, escalating with telecom carriers, escalating with internet service providers, and handling all escalations from Tier 1.</li>
<li>Being the point on unresolved issues to ensure resolution or appropriate escalation to other work groups.</li>
</ul>
ADDITIONAL DUTIES AND RESPONSIBILITIES
<ul>
<li>Project management and other duties as assigned.</li>
<li>Flexibility in occasionally adjusting schedule as needed for department staffing coverage.</li>
</ul>
EDUCATION &amp; EXPERIENCE
<ul>
<li>High school graduate, some college or technical troubleshooting experience preferred</li>
<li>Two years of proven successful customer service experience, inbound call center customer experience preferred</li>
<li>Demonstrated interest in technology</li>
<li>Two years' practical work experience or education in telecommunications or networking related field</li>
<li>Two years working knowledge and troubleshooting experience of SIP, RTP, UDP, TCP, and NAT technologies</li>
<li>Two years troubleshooting experience with carriers for access and last mile facilities</li>
<li>Two years working knowledge of DNS, Web, email, voice mail, and eFax services</li>
<li>Demonstrates exceptional knowledge of support operations and practices</li>
<li>BA or BS degree with a telecommunications or networking concentration</li>
</ul>
KNOWLEDGE, SKILLS &amp; ABILITIES
<ul>
<li>Advanced knowledge of Momentum UC Direct and reseller products and services</li>
<li>Knowledge of IT configuration and related troubleshooting procedures</li>
<li>Demonstrated complex problem solving abilities</li>
<li>Demonstrated exceptional customer service skills</li>
<li>Demonstrated exceptional written and verbal communication skills</li>
</ul>
JOB CONDITIONS
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this
job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job requirements include:
<ul>
<li>Some shift work required for evenings and weekends, some overtime is required.</li>
<li>Required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear</li>
<li>Occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl</li>
<li>Occasionally lift and/or move up to 25 pounds</li>
<li>Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus</li>
<li>Must be able to speak clearly</li>
</ul>

Technical Support Rep 2 - ECS

<h3>Job Description</h3>
Job Description
We are looking for a customer-focused Support Specialist to join our team. You will be responsible for taking support calls and emails from commercial users of our Surveyor Product line, our web-enabled Energy Management System. To be successful in this role, you must haver strong communication skills, working well in a team and striving to always provide a good customer experience are necessary for this position. Pay Range: $18.64/hr - $27.99/hr
Position Responsibilities may include:
<ul>
<li>Provide prompt and courteous response to calls coming into the Technical Support Center phone system.</li>
<li>Guide customers by providing clear and concise instructions to resolve technical problems or how to use the product.</li>
<li>Log all calls and incidents into the CRM module to track information and assist follow up by other team members.</li>
<li>May conduct virtual modeling for troubleshooting and provide resolution</li>
<li>Help explain control related questions</li>
<li>May attend specialized training to become more expert in specific equipment lines</li>
<li>Keep up to date on new models, new features and wifi equipment.</li>
<li>Collaborate with team members to share successful troubleshooting techniques.</li>
<li>Provide recommendations on selecting the proper thermostat, wiring and HVAC equipment compatibility.</li>
<li>Guide customers on installation and use of various mobile and web applications</li>
<li>Identify opportunities to improve all aspects of the customer support experience.</li>
<li>Perform other related job duties as assigned</li>
</ul>
Nature and Scope:
<ul>
<li>Use scripts when applicable to address common support tasks.</li>
<li>Collaborate with other team members to solve issues after escalation to other channels.</li>
<li>Problems faced are not typically difficult nor complex</li>
</ul>
Knowledge and Skills:
<ul>
<li>Excellent communication and interpersonal skills.</li>
<li>Ability to troubleshoot in depth service issues via phone.</li>
<li>At least an intermediate proficiency level in Excel, Word and PowerPoint.</li>
<li>Comfortable with using web applications including browsers and Customer Relationship Management software.</li>
<li>Comfortable with using a hard (physical device) or a soft (via desktop computer) phone system.</li>
<li>Ability to effectively present information and respond to questions from management and customers.</li>
<li>Ability to work in a technically dominated environment: engineering, contracting and construction. </li>
<li>Self-starter with the ability to work both independently and within a team.</li>
<li>Ability to effectively communicate ideas and properly describe problems and solutions.</li>
<li>Ability to effectively handle multiple tasks, time management and prioritization skills.</li>
<li>Well-developed planning, organization, analytical, and decision-making skills</li>
<li>Ability to produce clear, timely and concise documentation and have well-developed problem-solving skills</li>
</ul>
Experience:
<ul>
<li>1 year of experience in a technical support role or HVAC background preferred</li>
</ul>
Education:
<ul>
<li>High School Diploma or GED Equivalent</li>
<li>Vocational Certification / Degree preferred</li>
</ul>
People Management: No
Physical Requirements / Working Environment:
<ul>
<li>Must be able to perform essential responsibilities with or without reasonable accommodations.</li>
<li>Required regularly to sit, talk, and listen.</li>
<li>Required to stand, walk, use hands to pick up, handle or feel and reach with arms.</li>
<li>Ability to read and analyze written information on a computer terminal. Close vision and the ability to adjust focus are necessary.</li>
<li>Must be able to work beyond normal work hours as necessary.</li>
<li>Working Conditions – noise level in the work environment is usually quiet to moderate.</li>
</ul>
Reports to:
<ul>
<li>Manager, Technical Support Center</li>
</ul>
The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.

Technical Service Representative

<h3>Job Description</h3>
Job DescriptionTechnical Sales Representative – Industry Leading Solutions ProviderNeff is an industry leading automation solution provider selling best in class technology to manufacturers across a wide range of industries. Neff is growing and thriving and has been for almost a century. Our focus is providing innovative solutions, excellent services and support for our current and future customers. NEFF is a fourth-generation family-owned business dedicated to the success of its customers, partners, and its employees and offers a substantial compensation and benefits package that includes:
<ul>
<li>Industry leading salary and incentive opportunities with no cap.</li>
</ul>
<ul>
<li>Generous Paid Time Off (PTO) increasing within tenure and flexible schedule options.</li>
<li>Mileage and expense reimbursement.</li>
<li>Competitive medical, dental, and vision coverage.</li>
<li>Retirement savings plan including profit sharing.</li>
<li>Wellness and community service program. </li>
</ul>
As a Technical Sales Representative, you will complete the following responsibilities: 
<ul>
<li>Responsibility to proactively seek, develop, and win new business within assigned territory or accounts.</li>
<li>Actively calling on existing customers to foster growth and new opportunities.</li>
<li>Identify and target potential customers with a focus on engineers and upper management to uncover new opportunities.</li>
<li>Develop a thorough understanding of a customer’s business goals, objectives, and manufacturing processes to match our solutions to the customer’s needs.</li>
<li>Develop and execute strategies to generate a consistent pipeline of new opportunities.</li>
</ul>
SPECIAL SKILLS AND ABILITIES REQUIRED:
<ul>
<li>Proven technical sales experience required with a focus on selling to engineers and the upper management. </li>
<li>Ability to prospect new business.</li>
<li>Strong customer focus with the ability to initiate, develop, and maintain relationships.</li>
<li>Ability to work creatively, independently, and collaboratively.</li>
</ul>
EDUCATION AND EXPERIENCE:
<ul>
<li>A relevant bachelor’s degree in engineering, industrial technology, with robotics and/or automation technology focus required. </li>
</ul>
<ul>
<li>In lieu of a bachelor’s degree, a relevant associate degree in a related technical field with strong, demonstrated mechanical/technical aptitude and 3-5 years of technical sales experience.</li>
</ul>
If this sounds like the right fit for you – APPLY TODAY! Our customers expect the best Technical Sales Representatives, so that’s all we hire!

Technical Sales Representative

<h3>Job Description</h3>
Job Description
Responsibilities:
<ul>
<li>Proactively identify and engage potential customers to drive new business opportunities.</li>
<li>Recapture lost or inactive accounts by re-establishing relationships and demonstrating AMOT’s value.</li>
<li>Learn and apply technical knowledge of AMOT product lines to recommend appropriate solutions to customers.</li>
<li>Maintain up-to-date and accurate records in the CRM system and use as primary tool for managing pipeline and activities.</li>
<li>Work closely with internal teams, including engineering and customer support, to ensure customer satisfaction.</li>
<li>Maintain regular communication with key accounts to ensure satisfaction and address any technical inquiries or concerns.</li>
<li>Provide technical support and product demonstrations to customers, showcasing the value and benefits of our solutions.</li>
<li>Execute sales plans to achieve revenue targets and drive market penetration.</li>
<li>Work closely with cross-functional teams, including marketing, engineering, and customer support, to ensure a seamless customer experience.</li>
<li>Participate in industry events, trade shows, and networking opportunities to promote our products and services.</li>
</ul>
Education and Experience:
<ul>
<li>Familiar with long cycle sales projects</li>
<li>Bachelor’s degree in business, engineering, or a related field is desired but not required.</li>
<li>Minimum 2-5 years of experience in account management, technical sales, application engineering, design engineering or equivalent is desired.</li>
<li>Familiar with long cycle sales projects</li>
<li>Prior experience (professional or hobby) with engines and components.</li>
<li>Proven ability to analyze customer specifications and application requirements to recommend and select appropriate products</li>
<li>Legally authorized for employment in the United States without need for current or future employer sponsored work authorization.</li>
</ul>
Knowledge and Skills:
<ul>
<li>Strong technical aptitude with the ability to quickly learn and apply knowledge of AMOT’s product lines.</li>
<li>Proficiency in CRM software and sales tracking tools.</li>
<li>Excellent interpersonal and relationship-building skills.</li>
<li>Strong organizational and time-management abilities.</li>
<li>Effective presentation and public speaking skills.</li>
<li>Knowledge of oil &amp; gas equipment, internal combustion engines, or turbo-machinery is a plus.</li>
</ul>
Travel:
Approximately 35%, within North America.
Performance Metrics:
<ul>
<li>Revenue growth in new customer acquisitions and assigned accounts.</li>
<li>Consistent CRM usage and data accuracy.</li>
<li>Effective prospecting and lead generation.</li>
<li>Customer satisfaction and retention.</li>
<li>Outreach efforts</li>
<li>Meetings conducted around opportunities with customers.</li>
</ul>
LANGUAGE SKILLS
Ability to read and comprehend manuals, work instructions and MSDS sheets common to a manufacturing/production environment. Strong communication skills; written, oral and inter-personal.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.
REASONING ABILITY
Ability to apply common sense understanding to carry out detailed but uninvolved written and oral instructions.
WORKING CONDITIONS:
The noise level in the work environment is moderate (office) to loud (production area). The employee may be exposed to fumes from chemicals and soldering glues in the manufacturing areas.

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