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