Technical Support Representative

3 weeks ago

Tustin, United States AddOn Networks Full time

Job Description


Job Title: Technical Support Representative

Department: Tech Support


SUMMARY


A technical support representative is responsible for the day-to-day activities providing technical support to internal and external customers as well as entry and maintenance of data relating to the timely shipment of products. The primary focus is on RMA, Problem, Troubleshooting and Sales Support as well as full lifecycle customer issue management.


DUTIES AND RESPONSIBILITIES

  • Responsible for learning basic understanding of all product lines offered
  • Provide technical support to internal and external customers through phone and email correspondence
  • Learn and understand steps in new product setup and maintenance
  • Responsible for RMA entry and templated follow-up with customer
  • Process all customer calls/emails and take ownership of case until resolution.
  • Update status, add comments, and provide notification to internal and external requesters.
  • Provide full lifecycle management of customer issues including but not limited to:

o Initial request

o Troubleshooting

o Documentation

o Garnishing and providing updates and status from various teams / partners on a regular cadence

o RMA initiation

o RMA follow-up

o Case resolution and closure

  • Establish and maintain professional email and phone communication with internal and external customers.
  • Customer interaction – be the face of our customer by providing a positive and lasting impression with every customer contact.
  • Escalations – handle customer escalations 24x7x365 with proper attention and urgency ensuring the customer is satisfied with our support model.
  • Performs other related duties as assigned by management


QUALIFICATIONS

Must possess:

  • Technical understanding of products
  • Troubleshooting methodology
  • Excellent communication skills
  • Excellent analytical skills
  • Excellent MS Office skills
  • Outstanding work ethic


COMPETENCIES

· Technical Skills- Be enthusiastic learners, users and advocates of our technology and products. A self-starter who is ambitious, reliable, trustworthy, enthusiastic, persistent, productive and proactive. Has drive to follow through; a thirst for technical knowledge; Assess your own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others. An ability to learn new technologies, Software, Applications and processes quickly.

· Teamwork- Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Win as a team - make big things happen by working together and being open to new ideas; Supports everyone's efforts to succeed.

· Professionalism- Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

· Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

· Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

· Organizational Skills - Effective time management skills with a proven ability to create and follow processes, manage work queues and workload, and make recommendations for improvement.


PHYSICAL DEMANDS AND WORK ENVIRONMENT:

  • Continually required to sit.
  • Continually required to use hands and fingers.
  • Continually required to talk or hear.
  • Specific vision abilities required for this job include: close vision and ability to adjust or focus
  • The noise level in the work environment usually is very quiet


Job Type: Full-time

Salary: $22.00 - $29.00 per hour


Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee discount
  • Flexible schedule
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Professional development assistance
  • Vision insurance


Experience level:

  • 3 years


Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday


Work Location: In Office


The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


AddOn Networks provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.


Pay Transparency: The starting annual salary for this opportunity ranges from $22/hr.-$29/hr. Other rewards may include annual bonus eligibility, which is based on company and individual performance. Company provides a variety of benefits to employees, including medical, dental and vision insurance coverage, life and disability insurance, retirement savings plan, paid holidays, and paid time off (PTO). Please note that the compensation information is a good faith estimate for this position. It assumes a rate based on location and experience.


Job Type: Full-time

Pay: $22.00 - $29.00 per hour

Expected hours: 40 per week

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