Technical Support Rep

Description

We are looking for a Technical Support Rep to join a water industry organization in Sarasota, Florida as part of a contract opportunity with permanent potential. In this onsite role, you will serve as a key resource for customers by resolving technical product concerns, guiding users after purchase, and ensuring a high standard of service across every interaction. You will work closely with cross-functional teams to address product performance questions, document recurring issues, and contribute insights that support operational excellence and product improvement.

Responsibilities:
Investigate and resolve customer issues involving instrument performance, including hardware, software, data output, and application-related concerns.
Deliver post-implementation and post-sale training to help customers use products effectively and confidently.
Guide customers to the appropriate manuals, reference tools, and support materials needed to answer product questions.
Record support requests, warranty matters, quality-related observations, and customer feedback in internal systems with clear and accurate detail.
Prepare pricing estimates for repairs and follow-up service needs, while coordinating return authorizations and tracking equipment sent in for service.
Maintain detailed case histories that capture the reported problem, diagnostic steps taken, and final resolution for each support interaction.
Coordinate with quality and internal stakeholders to escalate non-conformance concerns, monitor progress, and communicate updates back to customers.
Analyze trends in support activity, recurring product issues, and warranty data to produce reports and recommendations for management.
Keep product registrations, dashboards, reporting records, and activity logs current while reviewing data for consistency and accuracy.
Contribute to process improvements and create customer-facing support content that helps reduce repeat issues and strengthens user understanding.

Requirements

At least 2 years of experience in a technical support, help desk, desktop support, or customer service environment.
Strong troubleshooting ability with experience identifying and resolving basic hardware, software, and system-related issues.
Working knowledge of Microsoft Windows environments, including Windows 10, and familiarity with Active Directory concepts.
Experience managing service desk tickets and documenting resolutions in a structured support or CRM platform.
Clear written and verbal communication skills with the ability to explain technical information to a range of users.
Proficiency with Microsoft Office and the ability to create accurate documentation, reports, and customer-facing materials.
Bachelor's degree in a science or engineering-related discipline preferred.
Spanish language skills are a plus.

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