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Technical Support Customer Service Specialist

2 months ago

IrvineLake Forest, United States Marquee Staffing - OC Full time
Job Description

Company Overview:
Marquee Staffing is a prominent staffing agency known for its exceptional local market expertise and personalized service. We are currently seeking a Technical Support Customer Service Specialist for a leading global provider of innovative radiofrequency (RF) medical technologies.

Compensation:
$20 - $22/hr Based on Experience

Work Schedule:
8:00AM - 5:00PM, Monday - Friday

Position Overview:
This full-time role involves engaging with customers via phone to identify and resolve specific hardware-related technical issues. The specialist will document errors and problems using our ERP system (QAD) and other platforms, including Salesforce, while also providing occasional system maintenance support (training will be provided).

This position primarily focuses on customer support and service, with a minor component of electromechanical technical tasks. The role consists of approximately 95% phone support and 5% hands-on system service work.

Key Responsibilities:

  • Diagnose basic equipment issues over the phone with customers
  • Escalate complex issues to higher-level Technical Support Representatives as necessary
  • Manage a high volume of incoming calls efficiently
  • Document errors and issues through our ERP system (QAD)
  • Regularly update and maintain databases to ensure accurate and consistent information
  • Address customer complaints, providing suitable solutions and following up to confirm resolution
  • Interpret schematics for troubleshooting purposes
  • Conduct testing and light repairs of medical devices as required
  • Possess a fundamental understanding of company products
  • Perform additional duties or projects as assigned

Qualifications:

  • Associate's Degree in Electronics or Engineering is preferred
  • 1-3 years of experience in customer service is required
  • Basic knowledge of circuit analysis and electrical equipment is desirable
  • Proficient computer skills, particularly in Microsoft Office (Word, Excel, Outlook)
  • Excellent oral and written communication skills are essential
  • Strong analytical and problem-solving abilities
  • Outstanding organizational skills, attention to detail, and ability to multitask
  • Must be a strong team player

Preferred Skills and Experience:

  • Experience with enterprise resource planning (ERP) systems, particularly QAD
  • Prior customer service experience
  • Exceptional phone etiquette
  • Experience in the medical device industry is a plus
  • Familiarity with laser technology is an advantage