Technical Support Representative - Remote in Eastern or Central Time Zone

Are you…

Interested in developing your career in a leading color management industry?

Looking to use your problem solving skills?

Looking for a friendly and supporting team?

If so, read on!

Color your life!  X-Rite is a global company with locations around the world. Experts in blending the art and science of color, we focus on providing complete end-to-end color management solutions for our clients in every industry where color matters.

We recognize that people come with a wealth of experience and talent.  Diversity of experience and skills combined with passion is a key to innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions

We are seeking a Technical Support Representative to be based remotely in the Eastern or Central Time Zone.

THIS JOB IS A UNIQUE OPPORTUNITY TO:

Perform duties while meeting established team & individual goals (including but not limited to):

• Response time – average time to respond to a customer inquiry
• Resolution time – average time to resolve a customer issue
• 1st time resolution rate - % of customer contact resolved during the first contact
• Lead generation – identify sales opportunities for customer to upgrade

WITHIN YOUR ROLE, YOU WILL:

• Provide quality verbal and written external communication within forms and via email with X-Rite’s customers, dealers, authorized service centers, and subsidiaries.
• Internal communication will include working with the sales force, Credit, Materials, Shipping, Engineering, and IT departments to provide reliable and timely service to X-Rite’s customers.
• Manage customer relationship with regard to calibration, operation, and troubleshooting of the instruments and software, via specified programs.
• Use specified computer applications to interpret, verify, enter, maintain, and follow orders through the system, to ensure accurate and expeditious processing.
• Raise issues to management when they can’t be easily resolved using standard procedures.
• Promote teamwork and positive interaction within and between teams and other departments.

Work directly with the 2nd level Support Team:

• Escalating customer issues to the 2nd level team when necessary
• Provide feedback to the 2nd level team on new issues and potential new or updated Knowledge Base (FAQ) information
• Attend training sessions with 2nd level team to gain additional product and industry knowledge

YOUR EDUCATION AND BACKGROUND EXPERIENCE WILL INCLUDE:

• High School diploma with a minimum of 3 years of technical customer service experience; Associate's or Bachelor's degree preferred

• Ability to learn and understand technical product and software applications.
• Proven interpersonal, verbal and written communication skills, and organizational skills for frequent internal and external customer contact. Fluency in a foreign language is a plus.
• Must be proficient with computers, use of PC, data entry, and word processing. Experience with call center phones is a plus.
• Must have ability to work effectively in a team environment.

OUR BENEFITS:

• Comprehensive benefits package (medical, dental, vision & more) eligible on day 1 of employment
• Annual bonus as well as annual salary review
• Permissive paid time off policy emphasizing flexibility and trust
• 14 paid Holidays!
• Training and development opportunities
• 401K savings plan + company match
• Tuition reimbursement
• Paid Parental Leave
• Veralto Wellbeing Program, with rewards
• Employee Assistance Program (legal, financial, and counselling resources)

X-rite Pantone is proud to be a Product Quality & Innovation company in Veralto (NYSE: VLTO).  Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential goods. That is the tomorrow Veralto is creating today.  Veralto is a $5B global leader in essential technology solutions made up of over 16,000 associates across our Water Quality and Product Identification segments all united by a powerful purpose: Safeguarding the World’s Most Vital Resources.

US ONLY: 

The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associate’s position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. 

US residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

The EEO posters are available here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at applyassistance@veralto.com to request accommodation.
 

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.