Technical Support Representative - Remote in Eastern or Central Time Zone

• Growing your expertise and expanding your skillset with every project.
• Owning your ambition and fueling your career growth.
• Joining a colorful company with a proven track record of success and an exciting future ahead.

It’s all possible with a role at X-Rite Pantone, the global leaders in color science and technology.

X-Rite Pantone, a Veralto company, provides complete end-to-end color management solutions for clients in every industry where color matters. At X-Rite Pantone, you’ll deftly blend the art and science of color to help customers inspire, select, measure, formulate, communicate and match color so that users get color right the first time, every time. And along the way, you’ll build a vibrant career through rich skill-building opportunities, on-the-job learning, and coaching and training that supports your continued development and growth.

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)

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

In this role, a typical day will look like:

• 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

The essential requirements of the job 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.

This job is also eligible for bonus/incentive pay. 

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.

X-Rite Pantone is proud to part of the Product Quality & Innovation segment of Veralto (NYSE: VLTO), a $5B global leader dedicated to ensuring access to clean water, safe food and medicine, and trusted essential goods. When you join Veralto’s vibrant global network of 17,000 associates, you join a unique culture and work environment where purpose meets possibility: where the work you do has an everyday impact on the resources and essentials we all rely on, and where you’ll have valuable opportunities to deepen your skillset, pursue your ambitions, and grow your career. Together, we’re Safeguarding the World’s Most Vital Resources™—and building rewarding careers along the way.