Customer Technical Support Representative - Fremont, CA

Posted on 07/07/2020

Job Summary:

The Customer Technical Support Representative will assist employees and customers in troubleshooting and resolving product-related issues.

Supervisory Responsibilities:

  • None

Duties/Responsibilities:

  • Handles inquiries from users on a variety of product issues such as: assisting with customer install, configure, and troubleshoot home theaters, data projectors, while providing timely, accurate, and easy to understand advice to customers with projector problems.
  • Assists users with installation of product and troubleshooting of related problems; refers more complicated issues to appropriate staff.
  • Communicates regularly with other members of the support team to discuss recurring problems and to share solutions and best practices.
  • Work closely with other departments to handle responsibilities including: Submitting RMAs, swaps, repair estimates credit requests, and provide sales support via phone calls, live chats, or Salesforce cases.
  • Responsible for handling customer voicemails and customer follow up in a timely manner.
  • Attends training sessions on new equipment, software, platforms, and other products
  • Performs other related duties as assigned.

Required Skills/Abilities:

  • Willingness to have telephone conversations monitored for quality assurance.
  • Ability to work independently under pressure and react quickly to changing priorities while maintaining a rigorous attention to detail. Strong organizational skills to solve service operation problems are also required.
  • Professional communication and interpersonal skills. Careful attention to detail with empathy, reliability and sensitivity to provide our customers with proper care and individual attention.
  • Excellent interpersonal and communication skills that establish the candidate as a team player with a “can-do” attitude. Ability to balance immediate and long-term priorities, and exceptional multi-tasking skills.
  • Determination to follow through with assigned projects and tasks in a precise and timely manner. Proactive in communicating with both internal and external teams on the status of outstanding action items in order to ensure deadlines are met.
  • Experience with the following software: Salesforce, Outlook, Excel, and MS Word.

Education and Experience:

  • AA Degree or a technical school graduate preferred.
  • At least one year of work-related experience with ProAV/B2B, Dealer/Installation field preferred.
  • Minimum two years call center work experience in service, or other relevant fields.

Physical Requirements:

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

How to apply

To apply: Please email your resume and cover letter to [email protected]

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