Technical Support Agent

Technical Support Agent - FARO CREAFORM 

The incumbent of this position is primarily responsible for providing technical and administrative support for annual calibration, return, repair & other serviceability requests for our EMEA customers. In collaboration with the other departments, he (she) will ensure the follow-up and progression of these requests to offer an unparalleled customer experience.  

Key responsibilities: 

In collaboration with the Support Experts and Specialists colleagues, provide support and technical solutions to technology and software users: 

• Provide first level support to customers through phone & email;
• Administrate all annual calibration support cases; 
• Manage the return of defective equipment for repair or replacement;
• Generate quotes/orders in the CRM timely and work closely with colleagues to process them; 
• Execute property transfers;
• Strive to improve processes and procedures for areas of responsibility; 

Support the Customer Service department with Logistic duties

• Prepare shipping documentation, coordinate pickups and receiving for Support; 
• Manage annual calibrations of the Loaner fleet; 

Ideal profile: 

• Has a technical or bachelor’s degree in a relevant field.
• Fluent in French and English. Proficiency in German is an asset.
• Experience in customer service.
• Good communication and problem-solving skills.
• Knowledge of a computer operating system (Excel and Word).
• Knowledge of Salesforce CRM is an asset.  
• Ability to multitask & team player.
• Has an interest in customer service.
• Organized, attention to detail, easy to learn.
• Ability to communicate verbally and in writing. 
• Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI-generated outputs