Technical Support Representative

3 weeks ago

Richardson, United States Seneca Resources Full time
*Position*: Technical Support Representative

*Location*: Richardson, TX (On-site)

*Pay*: $21-$23 (based off experience)

*Job Description:*

Under general supervision, provide primary point of contact for all product related support requests and general product questions. Assist in providing product related feedback to the technical support management, engineering or manufacturing in support of current and future product design.

*Main Activities:*

· Organization: Individual Contributor competency model

· Main Interface: Internal – Customer support, engineering, quality and related. External – customers, installers, contractors and skilled tradesmen.

· Need someone that comes from a Technical Support background.

· Out of a call center would be great. Someone that is used to troubleshooting issues over the phone and dealing with customers.

· Electrical Engineering experience would be huge.

· Must have good communication skills and must be able to think outside of the box when troubleshooting.

· can't expect answers to be on cue cards. They will have to think about the issues and figure out ways to fix the problem.

· Quick on their feet with troubleshooting would be a big plus.

*Main Job Duties:*

· Using a variety of communication vehicles (phone, e-mail, web-site and related) assist the customer in understanding applicable products, components and systems for products by means of phone and email for a wide range of customers.

· Provide detailed product related information covering the installation, operation, maintenance and trouble shooting of products for our customer.

· Create clear and detailed documentation based off support related activities

· Monitor support activity trends to determine product issues and new product development opportunities reporting findings to technical support leadership.

· Must be able to apply knowledge/skills to a range of activities and act as a technical resource for other departments.

· Must be able to contribute to achievement of team goals and promote teamwork.

· Performs other similar and related duties as required.

*Education*:

Associate Degree in Electronics or 4 years related experience or a combination of both education and experience.

*Experience*:

Two or more years phone or technical support experience preferred.

*Skills/Knowledge/Abilities:*

· Experience with EPIC system preferred

· Demonstrated knowledge of products, utilization, installation, specifications and codes/standards associated with the industry.

· Requires strong organizational and time management skills, close attention to detail and be able to effectively handle multiple priorities.

· Must have demonstrated exceptional customer service skills and a strong customer orientation.

· Strong computer skills, proficient with word processing, spreadsheet and presentation software, e-mail and meeting management software.

· Ability to use internet and web based resources efficiently and effectively.

· Must have excellent verbal and written communications skills and be able to communicate effectively and act as a technical resource across the organization and with customers.

· Must be an effective listener, able to maintain focus extract necessary information and validate understanding of the information.

· Demonstrated ability to give and receive detailed/complex information, and process that information appropriately.

Job Types: Full-time, Temp-to-hire

Pay: $21.00 - $23.00 per hour

Benefits:
* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Schedule:
* 8 hour shift

Education:
* Associate (Preferred)

Experience:
* Customer service: 2 years (Required)
* Technical support: 2 years (Required)
* Salesforce: 1 year (Preferred)
* Electrical troubleshooting: 1 year (Preferred)

Ability to Relocate:
* Richardson, TX: Relocate before starting work (Required)

Work Location: In person

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