250 Customer Support jobs in New Haven
Customer Support and Field Technician
Posted 1 day ago
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Job Description
**The Role:**
Bring your passion for customer support and teaching to HYPACK! HYPACK, a Xylem brand, seeks to hire an outstanding **Customer Support and Field Technician** to resolve customer technical support issues, provide training, and provide technical field support for all HYPACK software products and related hydrographic survey equipment.
HYPACK, a Xylem brand, develops Windows-based software for the hydrographic and dredging industries. HYPACK was founded in 1984 as a small hydrographic consultancy. Today, HYPACK is one of the most widely used hydrographic surveying packages in the world, with more than 10,000 users. HYPACK provides surveyors and dredgers with all the tools needed to design, collect, process, analyze, and generate final products in ocean, coastal, and inland waters.
HYPACK seeks an outstanding intermediate-level **Customer Support and Field Technician** to resolve customer technical support issues, provide training, and provide technical field support for all HYPACK software products and related hydrographic survey equipment. The successful candidate must work collaboratively across all HYPACK departments to deliver world-class service to every customer's inquiries. The candidate needs to be comfortable traveling, often on short notice, to deliver expert services and training to HYPACK customers around the world. This is the ideal position for any early-to-mid career hydrographer seeking a challenging and fast-paced technical position!
**Core Responsibilities:**
_Customer Support_
+ Responds to customer telephone or email inquiries for technical support about HYPACK software and related hydrographic surveying equipment;
+ Troubleshoots and resolves customer support inquiries;
+ Documents customer cases, product complaints, and software issues;
+ Regularly writes knowledge articles to be shared with the customer base through newsletter or other company social media.
+ Periodically provide after-hours support, as required.
_When on assignment in the field:_
+ Travels to customer site to install or train on HYPACK software.
+ Prepare and submit accurate and timely field service reports.
+ Travel will be required to international customers; expect to travel up to 120 days per year.
+ Other duties as assigned
**Required Qualifications:**
+ Education: High School Diploma or equivalent. 2- or 4-years of college preferred.
+ Evidence of career training progression through industry or government short courses or academic certificate programs in hydrography and/or dredging.
+ A minimum of 4 years industry or government experience in hydrographic surveying.
+ Work history to include a minimum of 3 years' current experience using HYPACK software.
+ Must possess a current passport and valid driver's license; must maintain a good driving record.
+ Strong communications skills; the abilities to ask questions, think critically, and actively seek guidance from others are essential.
+ Must possess excellent interpersonal skills, especially tact and patience; must be a team player.
+ Must show attention to detail and dedication to excellent customer outcomes.
+ Must show a willingness to learn, and a willingness to take on new responsibilities.
+ Must be able to multi-task and solve problems in a fast-paced environment.
Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.
At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.
Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation
Customer Service Support Specialist (CT)
Posted 1 day ago
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Job Description
Billing (B), Payroll (PY), Processing (PR), and Customer Service (CS) primary duties:
- Creates, completes, updates, and reviews employee and client records (PR, CS)
- Enters information into computer databases for effective record keeping (All)
- Administers new and existing DocuSign accounts (PR, CS)
- Prepares and sends documents via mail using approved communications (PR, CS)
- Ensures the proper naming and saving of documents in the document management system (PR, CS)
- Assists stakeholders in returning documents (PR, CS)
- Serves as an escalation point for DocuSign support issues from the Operations staff and customers (PR, CS)
- Ensures all compliance standards are met for audit purposes (All)
- Performs timesheet reviewing (PY)
- Performs time-tracking (PY)
- Performs proofing & posting (PY)
- Reviews overlap and overtime reports (PY, CS)
- Makes and receives phone calls to support external and internal stakeholders (All)
- Accurately and efficiently completes payroll checklists for assigned agencies. Resolves any discrepancies that may exist in the document. (PY)
- Works with supervisor to identify strategies for reducing errors (All)
- Collaborates with the staff to resolve rejected timesheet issues and reduce out-of-cycle payroll disbursements (RFP's) (CS, PY)
- Completes administrative tasks such as filing, copying, data entry, etc. (All)
- Prepares and submits invoices to agencies (B)
- Applies payments (B)
- Collects on unpaid claims (B)
- Maintains confidentiality of records relating to clients (All)
- Collaborates with other staff members to optimize delivery of services (All)
- Identifies opportunities to improve GT processes (All)
- Upholds company values and mission (All)
- Other duties as assigned (All)
- High School Diploma or GED required
- Associate degree preferred
- At least 1 year of related work experience
- Excellent written and oral communication skills
- Extensive experience in working on complex projects with critical thinking and problem solving
- Excellent organizational and administrative skills with demonstrated ability to work towards and meet deadlines by planning and organizing
- Demonstrate the ability to balance work pressure with time management skills
- Demonstrate ability to build positive relationships and communicate with people of diverse backgrounds and abilities
- Experience in working, initiating, and maintaining a highly effective team
- Competent in the use of Microsoft programs and the Internet
- Competent use of Excel
- Work is performed in a typical office setting or home office (if not local).
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
CLIENT TECHNICAL SUPPORT ADVISOR
Posted 7 days ago
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Job Description
Job DescriptionJob Description
Objectives of this Role
Drive customer loyalty and sales by delivering exceptional on-demand technical support
Meet and exceed customer expectations for first-time fit and turn-around time by providing
timely technical expertise to internal teams and collaborating with customers
Minimize remakes and related customer impact by evaluating root cause of issues, advising on
solutions and recommending corrective actions
Improve customer satisfaction by driving consistent quality improvements through the
implementation and management of standard QC operating procedures
Daily and Monthly Responsibilities
Address incoming technical questions, requests and consultation needs (analog and digital)
Proactively communicate with dental practices to develop solutions for technical case questions
(analog and digital)
Meet daily targets for call wait time, email response time and on-hold list management
Clearly and thoroughly document case notes from customer conversations to guide production
Review each Rx in detail; inspect all work entering and leaving the lab to ensure all quality
standards, client requests and company expectations are met
Collect, maintain, and communicate quality metrics for domestic, international, and outsourced
manufacturing teams to resolve quality defects
Communicate with leadership, manufacturing and clients on any issues, defects or nonconformance
issues to ensure proper feedback, client follow-up, and continuous improvement
of lab practices
Verify cases consist of correct product(s) listed, have the necessary items to proceed and are
scheduled properly to ensure production success
Verify accuracy of tooth dimensions and occlusion of teeth, using micrometer and articulator
Develop and maintain complete and up-to-date records
Develop a close working relationship with customer experience, manufacturing, operations and
sales staff to effectively perform job responsibilities
Skills and Qualifications
High School Diploma or equivalent
Knowledge of dental anatomy
High-level customer service skills
Excellent listening, communication, and organizational skills
Experience in a similar field
Qualifications
CDT in dental technology
Experience managing a large client base
Knowledge of quality assurance methods and procedures
Ability to manage multiple tasks
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