Specialist, Technical Services

Join Smart Start as a Specialist, Technical Services and become the vital link between our Care Center and field technicians. This role focuses on delivering exceptional technical support and customer service by efficiently managing inbound and outbound communications. The Specialist will handle complex technical inquiries, troubleshoot issues, and provide solutions that uphold Smart Start’s esteemed reputation in the alcohol monitoring industry.

This is an excellent opportunity for detail-oriented, customer-focused professionals seeking to advance their career in technical services, client relations, and call center operations.

Key Responsibilities

Manage Inbound and Outbound Calls:
Answer incoming calls from field technicians and other clients with professionalism and technical expertise. Initiate outbound calls to provide follow-ups, resolve issues, or communicate important information.
Technical Support & Issue Resolution:
Provide accurate product and service information, troubleshoot technical problems, and resolve customer complaints effectively by using company resources and escalation protocols.
Client Relationship Management:
Build and maintain positive relationships with internal teams and external clients by demonstrating excellent communication skills and a collaborative attitude.
Escalation & Routing:
Identify complex issues and escalate them appropriately to specialized departments or senior staff for quick resolution.
Sales Support:
Identify opportunities to upsell Smart Start’s products, programs, and services to existing clients, contributing to company growth.
Data Management & Reporting:
Accurately document call logs, client interactions, and technical issues. Analyze, consolidate, and enter data into multiple technology systems while maintaining organized filing systems.
General Administrative Support:
Handle correspondence, maintain confidentiality, and perform additional Care Center duties as assigned to ensure smooth operations.

Qualifications & Skills

Education: High school diploma or equivalent required; additional certifications in customer service or technical support are a plus.
Experience: Minimum of 6 months in a customer service or technical support role, preferably in a call center or field support environment.
Technical Skills: Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and aptitude for learning new software tools.
Communication: Excellent verbal, written, and non-verbal communication skills, with the ability to handle difficult conversations tactfully.
Problem-Solving: Strong attention to detail, resourcefulness, and the ability to multitask in a fast-paced environment.
Interpersonal Skills: Courteous, confident, adaptable, and able to maintain composure in stressful situations.
Self-Awareness: Ability to understand the audience and adjust communication style accordingly.

Physical Requirements & Work Environment

Regular use of hands and fingers for typing and handling equipment.
Frequent talking, listening, and sitting; occasional standing, walking, reaching, bending, and lifting up to 25 pounds.
Visual requirements include close, distance, peripheral, and color vision, with the ability to adjust focus.
Moderate noise levels typical of a busy office or call center environment.
Reasonable accommodations will be made for individuals with disabilities in compliance with applicable laws.