Luna Innovations requires a Customer Support Specialist (CSP) for all post-sales support activities for Luna Lightwave products globally. Our products enable companies to develop, manufacture, and maintain the most advanced fiber optic communication equipment, and advanced lightweight vehicular and civil structures. The CSP will work closely with Luna's outside sales team and sales channel partners to manage and resolve customer issues and questions as they arise.
Provide excellent customer service through phone, e-mail, chat, etc. in a timely and accurate manner to delight the customer.
Serve as a liaison between the customer support team, management and customer to improve customer service and business productivity.
Analyze customer complaints and provide appropriate corrective actions.
Assist directly or route customers to the appropriate personnel for assistance.
Track, follow-up and resolve customer's outstanding issues in a timely fashion.
Develop customer service programs to provide outstanding service.
Prepare documentation and reports on customer interactions for future reference.
Develop and deliver customer training on Luna products.
Develop and maintain in-depth product knowledge.
Gather feedback on Luna's products and services by conducting customer satisfaction surveys.
Provide customer feedback to technical and marketing teams to develop processes for better serving customers.
Maintain weekly reports on customer inquiries, responses and feedback to develop customer service analytics and trends
Excellent communication and problem-solving skills
The ability to prioritize initiatives and multi-task
Five (5+) years of experience working in a technical field building, maintaining and supporting hardware.
2+ years of experience interfacing with customers on technical issues and products
Experience using help desk software and remote support tools.
Bachelor's degree in engineering or electronics technology or equivalent experience.
Experience with fiber optic systems is desired
Experience with Salesforce.com or other CRM system is desired
The ability to lift up to 30 pounds
The ability to travel up to 10%