Technical Customer Support Agent

3 weeks ago

Fort Lauderdale, United States ACR Electronics Full time

ACR Electronics, Inc. is the leading development center for emergency beacons that are designed with one purpose: to save lives. Through our combined technology expertise in the marine, aviation, outdoor and military markets, we design and manufacture cutting-edge rescue beacons and survival gear for boaters, pilots, hunters, hikers, climbers, cyclists, and combat troops, not to mention many of the leading boat builders and aircraft manufacturers in the industry.

Since 1956, ACR's wide range of survival products has been the choice of NASA, the U.S. Military, the U.S. Coast Guard, and everyday explorers and adventurers across the globe. With everything from emergency locator transmitters and rescue beacons to the special flashlights used on Apollo 13 after their onboard explosion, ACR builds products that are made to perform during expeditions of all sizes.

ACR is an Equal Opportunity/Vet/Disability Employer

Job Summary of the Technical Customer Support Agent

The Technical Customer Support Agent role is crucial in providing essential technical assistance and administrative support to ensure the efficient support of an organization's customers. This position involves troubleshooting technical issues, managing customers, and providing assistance to end-users. The ideal candidate should possess a combination of technical expertise, strong organizational skills, and excellent communication abilities.

Duties/Responsibilities of the Technical Customer Support Agent

  1. Provide first-line technical support to end-users, addressing hardware, software, and connectivity issues.
  2. Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
  3. Collaborates with other staff to research and resolve problems
  4. Troubleshoot and resolve technical problems related to company-manufactured devices.
  5. Offer guidance and training to end users on the use of hardware and software tools.
  6. Create and update user documentation and manuals to facilitate self-help options for common technical issues.
  7. Collaborate with the repair team to escalate and resolve complex technical issues.
  8. Communicate effectively with customers at all levels to understand and address their technical needs.
  9. Diagnose and resolve technical issues promptly and effectively, either through remote assistance or on-site support.
  10. Escalate unresolved issues to appropriate personnel and follow up to ensure timely resolution.
  11. Manages customer service inquiries through different mediums like phone, email, online chat, social media, etc.
  12. Escalates calls to supervisor when necessary
  13. Maintains customer information as necessary
  14. Fill in for MRO Customer Excellence Specialist(s) as necessary
  15. Perform other similar duties as assigned by management
Note: This description is an outline of the major recurring responsibilities of the job. It is not intended to be all-inclusive of the work to be performed. Other related job objectives, special assignments, and less significant responsibilities typically performed by the incumbent are not included.

Required skills/abilities of the Technical Customer Support Agent
  • Proven experience in providing technical support and troubleshooting in a professional environment.
  • Ability to explain technical issues to technical and non-technical employees and customers.
  • Strong problem-solving skills and the ability to work well under pressure.
  • Excellent communication and interpersonal skills.
  • Attention to detail and a proactive approach to identifying and addressing potential issues.
  • Ability to adapt to new technologies and stay informed about industry trends.
Knowledge, Education, and Experience
  • A degree in IT, Computer Science, or a related field is preferred
  • 3 years of experience in customer technical support is highly preferred
  • Knowledge of computer hardware, software, and network systems
ACR offers the following benefits:
  1. We offer medical, dental, and vision, which ACR pays a portion of.
  2. ACR pays for Life insurance up to two times base annual earnings, accidental death and dismemberment insurance, as well as short- and long-term disability for our employees.
  3. 401K which provides an employer match of 50% of your salary up to 6%, with no vesting period
  4. 10 paid Holidays
  5. 7 PTO days (prorated based on start date)
  6. 2 weeks of paid vacation (prorated based on start date)
  7. Tuition reimbursement program
  8. Employee discount program for electronics, travel, and more.

ACR's Core Values:
  • Growth
  • Customer Focus
  • Teamwork
  • Trust
  • Communication
  • Accountability
  • Family
  • Safety

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