Job Description Summary:

We are currently seeking a motivated bilingual (Spanish-English), customer-oriented Technical Support Specialist to fill an onsite, office-based support position. The primary objectives of the Technical Support Specialist are to develop and maintain a thorough and complete knowledge of all HydroPoint products (including, but not limited to WeatherTRAK, WaterCompass, and Baseline Product lines) in order to provide an exceptional level of support to HydroPoint customers, distributors, and specifiers. A successful Technical Support Specialist will have the ability to quickly identify a customer’s need, provide timely solutions, and communicate those solutions to the customer to maximize customer satisfaction.

This is an onsite, office-based position in our Boise, Idaho location. This team operates out of our Baseline, Inc. office which is a subsidiary of HydroPoint Data Systems, Inc.

Key Responsibilities:

Handle all in-bound customer support interactions (phone calls, email, web requests)Appropriately escalate technical support issues within the technical support team, and provide any data or support in order to facilitate a quick resolution to the customer's issuesMaintain ongoing follow-up outreach and communication loop with customers to keep them informed of expected steps, timelines, status updates and problem resolutionsDocument case notes, troubleshooting details, action plans, and resolutions for all support interactions in the company CRM service case system (Salesforce)Use the company Return Authorization process to facilitate warranty product replacementsMaintain clear and accurate records of all customer interactionsMaintain a professional manner at all timesTechnical Customer Support Specialists must be able to communicate clearly and effectively with HydroPoint personnel, distribution and other channel partners, and customersMust be available to work a set day shift Monday-Friday (flexible schedule options are available)Other duties as assigned or directed by the company

Required Skills & Experience:

Spanish-English bilingual language skillsA proven track record in a technical support, call center, and customer service position is requiredHigh School Diploma or equivalentMinimum of two years of technical customer support experience is strongly preferredHardware and software technical troubleshooting background is highly desiredExperience in irrigation principles and systems is preferredExperience with electrical and/or mechanical systems is preferredExperience with IoT, networks, and cellular communications is preferredExcellent written and verbal communication skills are requiredProficient with Outlook, Microsoft Word, Microsoft Excel, and/or other basic computer-based communication toolsPractical problem-solving, critical thinking, and troubleshooting skillsWell-honed listening skills and ability to identify root cause problem statementsAn ability to diffuse high-pressure situations through effective communication and empathyA hunger to learn and the ability to flourish in a dynamic, high-growth entrepreneurial environmentSelf-starter with a hands-on approach to training and a desire for continued learningPositive attitude and ability to work well as part of a collaborative teamAbility to quickly learn irrigation, electrical, and networking technology-related concepts and effectively apply the concepts to troubleshoot and help educate othersAttention to detail and the ability to assess and prioritize multiple tasks efficiently

Desired Characteristics:

High school or equivalent (Required)Call center: 2 years (Preferred)Software troubleshooting: 2 years (Preferred)Customer support experience Technical support