Are you passionate about providing exceptional customer service? Do you have a knack for solving technical issues over the phone? Vytek Laser Systems, a leading manufacturer in laser technology, is looking for a dedicated and enthusiastic Customer Service Specialist to join our dynamic team! 

Position: Customer Service Specialist  

Location: Fitchburg, MA  

Employment Type: Full-Time

About Us:

Vytek Laser Systems has been a pioneer in the laser manufacturing industry for over 30 years, renowned for our innovative solutions and commitment to excellence. From our headquarters in Fitchburg, Massachusetts, we design, build, and support a comprehensive range of laser systems, including engraving, marking, welding, and cutting solutions. Our systems are used across diverse industries such as automotive, aerospace, fabrication, memorial, and more.

Key Responsibilities:

• Provide exceptional customer support by addressing technical inquiries and resolving issues through phone, email, and messaging.
• Diagnose and troubleshoot software and hardware problems related to laser systems.
• Assist customers with installation, maintenance, and operation of Vytek laser products.
• Document customer interactions and technical issues in the support database.
• Update customer records and account information.
• Clarify customer complaints, determine causes, and provide effective solutions.
• Recommend products or services based on customer information and needs.
• Prepare product or service reports by collecting and analyzing customer information.
• Contribute to the team by accomplishing related tasks as needed.
• Build and maintain a knowledge base to improve support efficiency.
• Collaborate with engineering and production teams to enhance customer satisfaction and product improvement.
• Stay updated on advancements in laser technology and company products.

Requirements:

• Previous experience in a customer service or technical support role, preferably in the technology or manufacturing sector.
• Strong technical aptitude with the ability to understand and explain complex laser systems.
• Excellent communication and interpersonal skills.
• Patience and a customer-centric approach to problem-solving.
• Ability to work independently and as part of a team.
• Proficiency in using support ticket systems and CRM software.

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