Technical Support Representative I

Technical Support Representative I Job Description:

Seeking a call center technical support position which requires direct contact with installed customer base. A positive attitude and strong sense of urgency are necessary traits.

Receive incoming requests for technical support via telephone, email and live chat.

Follow a troubleshooting tree and assist the end user with a solution.

Update and maintain customer issue data using Salesforce.

Identify when escalation is necessary and follow steps to notify 2nd line service.

Work with Sales, Service and Engineering using ECR process in order to provide input for improvement of product.

Assist with testing and kitting Smart Package Room products.

Occasional travel to customer sites may be required for training and on-site service of the product.

Be available on a rotating schedule for after hours customer support.

Skills and Qualifications

-Min 1 year of call center troubleshooting experience.

-Knowledge of MS Office suite.

-Experience in a technical support setting preferred.

-Excellent communication/documentation skills.

-Strong electronics background is preferred.

-Strong mechanical aptitude is preferred.

-Experience in the electronics field is preferred.

-Valid driver’s license.

-Associates degree in IT or PC based products is preferred, but not required.