👋 Technical Support Specialist - Onsite (Porto, Portugal) | Language(s): English, Spanish
About FARO
FARO is an imaging company — and an imagining company. We envision a better, more insightful, and more powerful world realized through digital 3D means and measurement technologies. Right from the start, we have helped our customers make better decisions — faster and more accurately than anyone else in the industry.
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!
Learn more about FARO here: [link to FARO website]
We believe that if it can be dreamed it can also be measured. And if it can be measured, it can also be realized.
What you'll do
- Act as second-level support, responding to customer inquiries received through facsimile, e-mail, telephone or other communication methods, related to any range of FARO products.
- Make inquiries to determine the nature and extent of the 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 a solution and are satisfied with the solution.
- Respond to and resolve complaints and concerns.
- Familiar with standard concepts, policies, practices, and procedures within FARO’s organization. Relies on experience and judgment to plan and accomplish goals.
- Develop technical Q&A for solutions & fast faxes, related to FARO products.
- Handle confidential data internally and with the customer.
- Facilitate support for internal customers and direct them to appropriate solution avenues.
What we're looking for
- Mechanical, Electrical or Aerospace Engineering Degree preferred
- Minimum of 1-3 years’ experience in Customer Service
- Must be bilingual: English and Spanish
- Ability to multi-task & prioritize
- Ability to work independently as well as in a team environment
- Organized & detail-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 we offer
- Permanent employment contract
- Meal Allowance: Enjoy a generous meal allowance of 8.32€ per day, helping you savor a variety of delicious options during your breaks.
- Comprehensive Health Insurance: We provide extensive health insurance coverage for you and your spouse, ensuring peace of mind for your family.
- Generous Vacation Policy: With 22 days of paid vacation, you'll have plenty of time to relax and recharge.
- Flexible Working Hours: We understand the importance of work-life balance and offer flexible working hours to suit your schedule.
- Office Perks: Our office is stocked with free drinks and fresh fruit, keeping you refreshed and energized throughout the day.
- Prime Location: Our office boasts a stunning terrace with panoramic views of the city and river. You'll be just steps away from a vibrant selection of shops and restaurants, perfect for your lunch breaks or after-work activities.
- On-site Coffee Shop: Take advantage of our cozy coffee shop located on the 5th floor, ideal for quick breaks or casual meetings.
Inclusive
At FARO, we are committed to encouraging different perspectives and ideas that foster innovation. We believe that we are strongest with a diverse team of employees. We want every FARO employee to feel our commitment to showing respect for all and encouraging open collaboration and communication.
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.
Job Category: Customer Service