Job Description

About HMS

We shape the connected world!

HMS Networks makes the World more connected, productive and sustainable. HMS industrial communication products enable millions of machines such as robots, drives and air-conditioners to get connected to software and systems – A necessity to meet the future demands for energy efficiency and sustainability.

Position Summary

The primary duty of the Customer Support Specialist will be to provide world-class first level response for incoming inquiries from customers and channel partners via telephone, e-mail, and the web. The Customer Support Specialist will possess skills to identify root problems and significant opportunities, and forward customer concerns to the proper internal department who can provide guidance for technical or business issues.

Primary Responsibilities

• Provide prompt, courteous, and effective phone and email support to customers and channel partners including asking questions and quickly identify root issue of customer / channel partner.
• Properly identify (triage) issues and engage other HMS Networks departments when necessary (technical support, field sales, inside sales, channel partners) in a manner that is not cumbersome to the customer / channel partner.
• Identify HMS Networks part numbers and products.
• Ability to read and interpret a technical product data sheet.
• Enter & process customer/channel partner’s purchase order
• Provide correct literature to customers / channel partner (data sheets, catalogs, brochures).

Minimum Requirements

• 2+ years’ experience providing customer support in a technical/engineer industry.
• 2+ years’ experience in a customer support / inside sales role working in a call center environment.
• Ability to handle a work volume of 10 – 15 incoming customer / channel partner calls per hour.
• Demonstrates oral and written communication skill to effectively interface with all levels of company management and staff, customers and outside business contacts.
• Attention to detail and accurate recordkeeping abilities are a must.
• Must have a basic understanding of Microsoft Office applications.
• Proficiency with English language to provide both written and verbal communication.
• Must be a team player.
• Ability to work independently
• HS Diploma/GED

Preferred Qualifications

• 3 years of Customer Service experience
• Continued education relevant to type of work

Working Conditions

• Indoors, mostly sedentary

Travel

• 0-10%

HMS Networks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HMS Networks complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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