Technical Support Representative

7 days ago


Seattle, Washington, United States Mason Full time

We are seeking a highly skilled Technical Support Representative to join our team at Mason. As a Technical Support Representative, you will be responsible for providing exceptional customer support and resolving technical issues related to our devices and software.

What You'll Be Doing

You will serve as the primary point of contact for customer inquiries via tickets opened on our Zendesk Portal. This includes assisting with order inquiries and issues when using our products and services. Key responsibilities include:

  • Serve as the initial point of contact for customer inquiries via tickets opened on our Zendesk Portal.
  • Diagnose and troubleshoot technical issues with Mason software solutions.
  • Aid in the RMA process.
  • Escalate complex or unresolved issues to the next level of support or to other relevant teams while ensuring timely follow-up and resolution.
  • Maintain accurate records of customer interactions, issues, and resolutions using Mason's CRM system.

In addition to these responsibilities, you will work closely with cross-functional teams to ensure seamless customer experience.



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