Customer Support Facilitator

Are you a customer service expert with a solid technical background? America is seeking a Customer Support Facilitator for a hybrid position, offering both remote and on-site work opportunities! This role is perfect for those with a hands-on understanding of mechanical or electrical systems—not focused on IT or computer support.

What You’ll Do:

• Be the first point of contact for customers, handling technical calls related to mechanical, electrical, or operational issues.
• Gather key details, including customer information and machine specifics, to create and manage service tickets.
• Prioritize and route tickets to the correct department, ensuring timely solutions.
• Follow up on open service tickets and help with queue management.
• Assist in generating reports and managing customer information.
• Play a key role in safety documentation and customer communication.

What We're Looking For:

• Strong customer service skills and the ability to communicate effectively with both internal teams and external customers.
• Tech-savvy with a working knowledge of Microsoft Office and web-based applications.
• Ability to work independently and collaboratively in a fast-paced environment.
• Willingness to work standard business hours (with potential for overtime) and travel occasionally as needed.

Preferred Experience:

• Experience working with corrugated machinery or similar industrial equipment.

• A technical background in mechanical or electrical maintenance, with an understanding of industrial machinery