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Customer Support Specialist I

2 months ago

Carlsbad, United States HME Full time

HME has been at the forefront of developing cutting-edge solutions for the drive-thru and professional audio sectors since its inception. Our success is attributed to our dedicated team members who prioritize customer satisfaction. With a collaborative culture that fosters learning and growth, HME operates globally, providing reliable communication solutions that are trusted by businesses worldwide. Our commitment to innovation is evident in our industry-leading products, from drive-thru communication systems to professional audio equipment utilized in prestigious events. We invite you to become a part of our dynamic team.

Position Overview:

HME is seeking a Customer Support Specialist to join our call center team. The call center operates during the following hours: Monday to Friday from 5 AM to 7 PM and Saturday to Sunday from 7 AM to 3:30 PM/PST. Candidates should be prepared to work a flexible 40-hour schedule.

Key Responsibilities:

  • Respond to incoming inquiries from customers and service technicians.
  • Offer guidance on operation, troubleshooting, maintenance, and installation.
  • Foster and maintain positive relationships with customers.
  • Provide remote troubleshooting and repair assistance to customers and technicians.
  • Educate customers and technicians on equipment installation, operation, and maintenance.
  • Implement service programs to effectively resolve service challenges.
  • Coordinate with technicians for on-site service when necessary.
  • Maintain accurate logs and records of daily activities.
  • Identify opportunities for product enhancements.
  • Comprehensive training will be provided.
Qualifications:
  • Previous experience in customer service or technical support within a call center or office setting is preferred (minimum of 12 months).
  • Exceptional verbal and written communication skills.
  • Demonstrated strong attendance record in prior roles.
  • Proficiency in various software applications, including email, MS Office Suite, and customer management systems.
  • Willingness to work flexible shifts, including weekends.
Compensation for this role is set at $19.00 per hour, with potential variations based on experience and other relevant factors. At HME, you will have the chance to expand your skills and contribute to the development of our future products. Our comprehensive benefits package includes tuition reimbursement, three weeks of paid vacation in the first year, paid holidays, medical, vision, and dental insurance, pet insurance, life insurance, and 401K contributions.

The physical demands and work environment described are representative of those that must be met by an employee to successfully perform the essential functions of this role. While fulfilling job responsibilities, employees may be required to regularly lift and move items weighing up to 10 pounds.

HME is an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace.