Technical Customer Service Representative at Xylem Services USA LLC — Lubbock, TX

Job Summary: The Customer Support Analyst is responsible for resolving a wider range of customer issues, analyzing customer feedback to identify trends, and suggesting improvements to the customer support process.

Responsibilities

Technical Support:

• Respond to customer inquiries via phone, email, or chat
• Diagnose and resolve technical issues related to products or services
• Provide step-by-step instructions to customers for technical support
• Escalate complex issues to higher-level support teams if necessary
• Update and maintain customer records and interactions in the company's database

Troubleshooting:

• Analyze technical issues reported by customers and identify root causes
• Collaborate with cross functional teams to resolve technical issues
• Test and troubleshoot products or services to identify and resolve bugs or errors
• Document troubleshooting processes and solutions for future reference
• Communicate troubleshooting steps and resolutions to customers in a clear and concise manner

Customer Interactions:

• Ensure timely and professional responses to customer inquiries and concerns
• Identify and address customer needs and provide appropriate solutions or recommendations
• Follow up with customers to ensure their issues have been resolved satisfactorily
• Keep up-to-date with product and service knowledge to provide accurate and helpful information to customers
• Identify opportunities to improve customer satisfaction and escalate to relevant teams for action.

High Impact Behaviors:

• Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
• Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
• Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

Qualifications

• A bachelor’s degree in Business, Engineering, or a related field with at least 2 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
• Strong experience in process improvement or a related area, with a demonstrated understanding of Lean Six Sigma methodologies.
• Proficiency with statistical analysis software, such as Minitab, and the ability to map and analyze workflows and processes.
• Strong problem-solving and analytical skills to identify issues and develop effective solutions.
• Excellent verbal and written communication skills to report findings and make recommendations.
• Ability to work collaboratively in a team environment and contribute to group projects.