Customer Technical Support I

1 month ago


St Johnsbury, United States The Hillman Group Full time

The primary goal of the Technical Support I is to ensure that customer value is maintained to the standards set forth by the company. The Technical Support Representative is the Company’s front line support, aiding customers and Hillman’s Field Service Team. Essential Job Functions* Provide first level contact and convey resolutions to customer issues. Track, route, and redirect problems to the next level of support. Read and interpret a variety of technical manuals and diagrams. Ensure detailed documentation of issues in E1 / K2. Order replacement parts and systems as needed. Maintain and grow a current knowledge of department operating procedures and technical product information. Participate in departmental teams, providing feedback and/or recommendations for improvement. Exhibit excellent interpersonal, verbal communication, and active listening skills with the ability to stay composed and objective. Demonstrate mechanical/technical aptitude – working knowledge of software databases and remote control. Be available to work weekends, holidays, and overtime if needed. * This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, unsafe work practices, and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities. Education & Experience High School Diploma and 0-2 years of experience (required). Associate in IT or Technical related field and 0-3 years of experience (preferred). Competencies – Knowledge, Skills, and Abilities Written and verbal communication skills. Skills in teamwork and collaboration. Internal & External customer service skills. Problem-solving skills. Practical working knowledge of MS Office applications; ability to learn call management applications (i.e., Oracle, E1, K2, LogMeIn, etc.). Operational Equipment N/A Work Environment and Physical Demands Office: Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required. Physical Demands Office: Sedentary. The Hillman Group is an Equal Employment Opportunity and Affirmative Action Employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations, or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants. #J-18808-Ljbffr



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