Technical Customer Service Representative

By rw-admin | August 9, 2023 | Comments Off on Technical Customer Service Representative

Job description:

Duties and Responsibilities

  • Direct communication with customers-receive and log incoming customer cases utilizing call tracking software, order entry
  • Troubleshoot and provide expert solutions to customers to ensure customer satisfaction as well as minimize impact on customer productivity
  • Research, resolve, and respond to complex questions
  • Determine course of action to resolve customer cases and internal/external dispatch and resolution.
  • Escalate customer cases to appropriate personnel within the Customer Service organization
  • Demonstrate awareness and the impact of relevant service issues
  • Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customer and service providers
  • Participate in projects and events that enhance the quality and efficiency of the Customer Service department as well as the entire organization
  • Assist to develop, define and communicate technical service policies related to product support
  • Consistently set the highest standard and example of customer support and professionalism
  • Assist with review and improvement of Customer Service processes and procedures
  • Customer communication as directed by management
  • Initiate consultation with other departments and personnel as required to resolve and close customer cases
  • Attend product strategy meetings and provide relevant data as necessary
  • Issue RMAs for warranty/non-warranty items.
  • Travel to provide onsite customer service, including troubleshooting, repair, stand-alone testing, and training, as needed.
  • Proactively contact customers to increase customer satisfaction and resolve their problems
  • Responsible to increase customer service sales

Qualifications:

QUALIFICATIONS

  • Minimum of one year of experience in basic electronics
  • Experience in the use of multimeters measuring AC and DC voltage
  • Able to read and understand schematics and wiring diagrams
  • 3+ years of Customer Service/Technical Support experience
  • Microsoft computer skills
  • Attention to detail and excellent organization skills are a must
  • Technical/Manufacturing experience preferred
  • Strong written and verbal communication skills
  • A well-rounded individual that is a self-starter and has good self-management abilities
  • Experience with Linux (Debian), and Networks (SNMP, UDP, TCP,SSH,SCP)
  • Strong analytic methodology and problem-solving skills oriented around Electro-Mechanical System
  • Technical sales experience is a plus

Why is This a Great Opportunity:

Benefits include:

  • Health Care Plan (Medical, Dental and Vision)
  • 401k with company match
  • Life Insurance (Basic, Voluntary and AD&D)
  • Paid Time Off
  • Short Term and Long Term Disability
  • Training and Development