Tech Support Specialist T2

Location: Lake Mary, FL Bilingual: English/Spanish FARO Technologies, Inc.is continuing to develop new products that will revolutionize and disrupt the high-tech measurement and imaging industry. We are a global company traded on the NASDAQ stock exchange with a passion for excellence and success. FARO has aculture of innovationand an absolute commitment to reliability at all touch points. We encourage employee success by offering excellent benefits and a variety of career and training opportunities. FARO is completely focused on simplifying processes through innovation, integrity, teamwork, accountability and a friendly work environment. Scope: Perform duties to provide technical support to domestic and international customers, product distributors and sales representatives, relating to the organizations line of products involving hardware and software components, working within the limits of established policies. This is an ideal job for an organized, detail oriented individual with strong problem solving skills, a 2-year CAD degree and at least one year of customer service experience, preferably in a technical support environment. This position requires: Mechanical, Electrical or Aerospace Engineering Degree Minimum of 1-3 years experience in Customer Service Must be bilingual: English/Spanish Ability to Multi-task & Prioritize Ability to work independently as well as a team environment Organized & Detailed Oriented Good Oral & Written Communication Skills Good Relationship Building Skills Continuous track record of success Past database / data entry experience Proficient at Microsoft Office Suite How you will make a difference @ FARO: Act as second level of support responding to customer inquiries received through facsimile, e-mail, telephone or other communication method and related to any range of FARO Products. Make inquiries to determine the nature and extent of problem and to isolate areas of concern. Identify causes of problems and provide solutions to customers. Structure solutions to suit user circumstances and level of competency and communicate through means suited to user requirements. Ability to handle high call volume and correspondence; multitask and escalate to Tier 3 as needed. Determine the requirement for units to be returned for inside service, provide return authorizations and communicate shipping requirements and arrangements to customers as required. Prepare required internal documentation to facilitate the return of customer units for repair services. Process quotes, customer orders and sales orders for accessories, warranties, repairs and software. Enter data relating to customers and sales and maintain customer database in computer system. Research and determine customer accounting terms, proof-reading all legal documents (purchase orders), overseeing the invoicing and billing process by providing a customer with requested invoices. Follow up on open service inquiries to ensure that customers received solution and are satisfied with solution. Respond to and resolve complaints and concerns. Familiar with standard concepts, policies, practices, and procedures within Faros organization. Relies on experience and judgment to plan and accomplish goals. Develop technical Q&A for solutions & fast faxes, related to FARO products. Handling of confidential data internally and with customer. Facilitate support for internal customers (other departments) and direct them to appropriate solution avenue(s). FARO hasexcellent benefitsfor you and your family. We not only care for our employees, but also to their immediate family members. We believe in a balanced work-life and have developed programs and benefits plans to support that ethic, such as: A competitive paid time off bank and paid holidays Medical, dental, life and AD&D insurance plans Pre-tax flex spending accounts for medical and dependent care 401K with employer match Tuition reimbursement Training opportunities Wellness fairs Frequent lunch and learns to help educate employees about various issues affecting their lives Other employee events About Us With more than 26,000 installations and 13,000 customers globally, FARO develops and markets computer-aided coordinate measurement and imaging devices and software. Portable equipment from FARO permits high-precision 3D measurement, imaging and comparison of parts and compound structures within production and quality assurance processes. The devices are used for inspecting components and assemblies, production planning, 3D documentation, as well as for investigation and reconstruction of accident sites or crime scenes. They are also employed to generate digital scans of historic sites. Principal products include the worlds best-selling portable measurement arm the FaroArm®; the FARO® Laser Tracker ION; the FARO Laser ScanArm®; FARO® Laser Scanner; the FARO® Gage; and, the CAM2 family of advanced CAD-based measurement and reporting software. FARO Technologies is ISO-9001 certified and ISO-17025 laboratory registered. Apply Today If you have a winning history of Auto CAD, Customer Support and a passion for high-end technical products, please apply today. As an employee of FARO, you will become part of a dynamic organization which values quality, leadership, teamwork, honesty and openness as a way of life in conducting our business. FARO Technologies is an Equal Opportunity Employer and a Drug Free Workplace with Pre-Employment Drug Screening. EEO/AA/M/F/D/V