Technical Support Specialist

Position Summary 

The Technical Support Specialist at Highland Park Lapidary plays a crucial role in providing exceptional customer assistance and troubleshooting for our range of lapidary machines. This position requires a deep understanding of machinery and technical problem-solving, ensuring that customers receive accurate and efficient support. The Technical Support Specialist works closely with the Sales and Customer Service teams to address technical inquiries, diagnose issues, and provide solutions that enhance customer satisfaction.

Objectives

Provide technical assistance and troubleshooting support for customers experiencing issues with Highland Park lapidary machines
Ensure timely and effective resolution of customer inquiries via phone, email, and chat support
Assist customers with installation, setup, maintenance, and repair of machines, guiding them through processes step-by-step
Maintain and update a knowledge base of common technical issues and solutions.
Collaborate with the sales and customer service teams to provide pre-sales technical advice and post-sale support
Document and track customer interactions, issues, and resolutions within the CRM system
Offer recommendations for product improvements based on common customer concerns and technical challenges

Competencies

Technical Expertise in Machinery: In-depth knowledge of lapidary machines, including troubleshooting, maintenance, and repair
Fluency in English: Strong verbal and written communication skills to effectively assist English-speaking customers
Problem-Solving Abilities: Ability to diagnose technical issues and provide clear, step-by-step solutions
Customer Service Orientation: Patience and a customer-focused approach to ensure a positive support experience.
Proficiency in CRM and Management Tools: Experience with systems like HubSpot and NetSuite for tracking and managing customer interactions
Attention to Detail: Ensuring accuracy in troubleshooting, documentation, and customer communication
Tech-Savviness: Comfortable using digital tools and software to assist in diagnosing and resolving customer concerns

Education and Experience

Minimum of 3 years of experience in a technical support role, preferably within lapidary equipment, machinery, or manufacturing industry.
Strong background in troubleshooting mechanical and electrical equipment
Experience with CRM platforms (e.g., HubSpot, NetSuite) for managing customer support cases
Prior experience in a customer service-oriented environment, with a focus on technical troubleshooting and support
Familiarity with sales processes and post-sale customer support is a plus
Strong organizational skills with the ability to multitask and prioritize customer needs effectively


Benefits

Health insurance
Dental insurance
Professional development assistance
Paid leaves
13-month pay

Who We Are Highland Park Lapidary is a company dedicated to empowering artists, jewelers, and craftspeople to turn their creative visions into reality through gemstone and glass cutting and polishing arts.

Our core values are the backbone of our business, and we hire and promote based on these values:

We are inspirational.
We are accountable.
We are transparent.
We are disciplined.
We are aligned.
We are results-oriented.


Learn more about what it’s like to work here: youtu.be/46yQDkBF4ho

Commitment to Diversity 

At Highland Park Lapidary, we hire and reward individuals based on their contributions and welcome diversity within our team. We uphold high standards for our team members, empowering them to grow, advance, and succeed personally, professionally, and financially. Our mission is to help plan for your future while fostering an inclusive workplace.
Highland Park Lapidary is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or age.

If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to admin@hplapidary.com. Already a candidate? Please connect directly with your recruiter to discuss this opportunity.


Think you're a good fit? Please complete the job application form: bit.ly/3lmLSVh