Technical Support Rep

2 weeks ago

Houston, United States ResourceMFG Full time

summary Are you looking for full-time work with a great company?? We have an immediate need Full-Time Technical Support Reps Needed: 8am-5pm (Monday-Friday) Duties include but are not limited to: Provides technical and sales support to consumers, dealers and sales reps to ensure efficient and accurate quality service relating to our products, their software, features and functions. Provides post-sale support to consumers and retail channel partners in the form of trouble-shooting advice to install and repair product or direct them to a qualified repair facility. Enter orders for replacement parts, finished products, repair authorizations, and facilitate returns process during or after the warranty period. Documents the interaction in the appropriate computer application to help drive continuous improvements in process and product quality. Responds to inquiries, resolves routine issues (referring more difficult problems upward, if necessary), and educates and acts as a resource on company products via phone, email and other methods as appropriate. Documents inquires, issues and resolutions, and education provided as required. Provides pre-sale support to consumers and retail channel partners in the form of product selection based upon the application and desired features, installation and rigging, promotions, product availability, pricing, and where to purchase. Documents the interaction in the appropriate computer application to help drive continuous improvements in process and product quality. Executes routine reports and independently creates reports to support department activities. Demonstrates proficiency in supporting the minimum amount of product families as identified by each Johnson Outdoors brand. Maintains and monitors personal performance metrics to ensure department KPI's (key performance indicators). Strives for continuous improvement. Issues return and repair authorizations as necessary. required-skills: Dealing with customers and clients requires a lot of patience, kindness, and understanding. Skills needed are listed below, but not limited to: Attention to Detail. High Concentration. Commitment. Interact with a Wide Range of Customers and Technical Issues. Active Listening. Customer Service. Troubleshooting. required-experience: 1-3 Years Preferred

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