Product Support Representative L1

1 week ago

Champaign, United States Horizon Hobby Full time

At Horizon Hobby, we inspire dreams and help build memories Our company is the leader in the global Radio Control industry. We offer tremendous opportunities for growth and development and a full array of benefits including discounts on our products We are currently hiring a Product Support Representative

As a Product Support Rep you are responsible for handling customer contact to support both PS mission and goals. We provide an exceptional customer experience through world-class innovation and outstanding support.

PS is Empowered to do what's Right. (For Both Consumers & Horizon)

PS = Self-less culture centered on Customer loyalty

The schedule for this position will be Friday-Monday, Saturday-Tuesday or Thursday-Sunday. There is flexibility with the schedule. This is a hybrid role where you will be required to report on-site to our Champaign, IL location 2 days a week.

Roles/Responsibilities

  • Primary function is customer Chat, Email, & Phone support to serve as the first point of contact and "face" of Horizon Hobby.
  • Ability to multi-task between multiply platforms (Sales Force and Oracle)
  • Ability to handle all customer inquiries regarding technical aspect of our products by explaining procedures; answering questions; providing information.
  • Ability to make good judgments which represent the balance between Horizon high service standards and protecting the assets of the company.
  • Ability to evaluate and diagnose product for warranty before sending parts.
  • Ability to sit for long periods of time.
  • Demonstrate concern and promote actions that strive to exceed internal & external customers' expectations.
  • Focuses on Results - identifies what needs to be done and uses good judgment to take appropriate actions to achieve desired results.
  • Protects the Assets of the Company - Makes decisions and takes actions that protect all company resources which includes both Customers, Our Employees and Material assets.
  • Displays - balanced thinking, defines issues, does appropriate research, anticipates and communicates potential problems.
  • Adaptability - Adapt easily to changing business needs, conditions and work responsibilities
  • Teamwork - Works well with others in whatever role is required (leader or follower) and encourages others to do likewise.
  • Technical Knowledge - Demonstrates ability to use technology effectively and productively; Continually updates skills and knowledge; (ie. Reviewing Manuals)
  • Time Management - Ability to use available time efficiently to set appropriate priorities on how to research, answer or seek guiduance of customer's questions.
Education and/or Experience:
  • Ability to read & interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
  • Ability to use test equipment such as Spektrum programmer, spectrum analyzer, and digital voltmeter
  • Ability to work safely with reference product, including electronics equipment


Benefits and other perks:

401(k) with a company match
Medical, Dental, Vision, Life, Short-Term and Long-Term Disability Insurance, Life Insurance and Supplemental Life Insurance
Paid Time Off
Paid Holidays
Discounts on Products
Bonus Eligibility

Horizon Hobby is a progressive, innovative company and, as such, is constantly reevaluating and reinventing the processes and procedures associated with each job. The essential duties and responsibilities of this position may change at any time.In addition, employees may be asked to work on special projects or to assist with other work necessary or important to the operation of Horizon. Your cooperation and assistance in performing such additional work is expected and appreciated.

Horizon Hobby, LLC is an equal opportunity and E-Verify employer

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