Technical Support Specialist I

Description: **Discover Your Next Big Opportunity: See Why Quality Vision International Is the Place to Be!** **Schedule: Monday \- Friday, 8:00am\-5:00pm** **Salary: $26\.00\-$36\.00 per hour, based on experience.** **Location: Rochester, NY** **Position Overview:** The Product Support Specialist I is a crucial member of QVI’s Service Team, responsible for providing remote technical support to the company’s customers related to the wide range of QVI metrology equipment and products. The Level 1 role is an entry level role designed to provide comprehensive training to develop expertise in QVI technologies and prepare a team member for advancement to a Product Support Specialist II. All new employees begin as a Level 1 Product Support Specialist, regardless of prior experience, and are expected to advance to Level 2 within their first year based on performance and demonstrated technical proficiency, problem\-solving abilities, and customer support skills. This role involves supporting direct end users, QVI representatives, and the QVS Field Service team, combining technical proficiency with strong communication skills to deliver an excellent customer experience. Advancement could be expedited based on performance. **Role and Responsibilities:** * Conduct remote technical support related to QVI Metrology equipment. * Progress steadily towards supporting a wide variety of products, technology, and customer issues. * Gain knowledge of QVI products and technology. * Notify Escalation Coordinator and/or management before a service event escalates from the Representative or customer. Assist with technical resolution of escalated service events. * Develop creative solutions and work arounds that have not been known previously. * Provide Effective Communication: * Effective and clear: regarding technical details/plans to non\-technical persons. * Proactive: provide responses before the customer asks for updates. * Maintain positive/constructive messaging with all business interactions. * Time Management: * Effectively juggle multiple service requests along with other assigned tasks and appropriately adjust priorities as new information becomes available. * Show initiative by taking on some service requests and see them through completion without being asked. * Steadily progress competency in metrology product knowledge, measurement standards, engineering, organizing, problem solving, communication and quality control. * Provide service support to other departments within QVI as directed by Management. * Recommend and assist with service bulletins or service manual updates. * Recommend improvements to service products and processes. * Engage in occasional travel to perform service or training. * Provide technical training on QVI products and technology. * Other duties and tasks as assigned by management. Requirements: **Minimum Qualifications: (Experience, Education, Certifications, Knowledge, Skills, Abilities)** * Associates degree, or equiv