Customer Service Engineer - Fremont, CA

Posted on 11/06/2019

ESSENTIAL DUTIES:

  • Create and produce customer feedback reports based on data captured in Salesforce. This includes live chat, emails and call logs.
  • Drive improvement in the service area of Optoma’s website, which includes expanding FAQs, changing policies, procedures, forms and other content to improve customer satisfaction and reduce calls.
  • Assist in blogging and social networking and work with marketing team when necessary.
  • Supporting the tech support team with technical issues.
  • Creating online product service and support videos to improve customer satisfaction with our products and services and reduce calls coming into the call center.
  • Act as a backup to the Customer Service Manager
  • Provide reports and analysis on a weekly or monthly basis as required to senior management and appropriate departments.
  • Ensure a high level of internal and external communication. Investigate and correct customer issues and complaints related to quality.
  • On-Site training and rework support for customers
  • Act as a link between TSC and the Optoma product team and / or vendors, for technical escalations that are considered to be product related.
  • Work with engineering on debugging products before launch.
  • Analyze statistical data and product specifications to determine standards and to establish quality and reliability expectancy of repaired products.
  • Provide technical and statistical expertise to teams including internal training.
  • Review product pages on our website and highlight any errors or areas for improvement.
  • Contact point for all Quality Issues, which includes documenting issues, tracking issues and getting reimbursement from the factory for quality issues.
  • Prepare correspondences and fulfill customer needs to ensure customer satisfaction.
  • Answer telephone call inquiries and provide customer support
  • Help customers install, configure and troubleshoot home theater and data projectors
  • Provide timely, accurate, and easy to understand advice to customers with projector problems.
  • Handle calls in a timely and accurate manner.
  • Answer customer emails within 24 hours of receipt on weekdays.
  • Resolve customer issues promptly and accurately.
  • Any other duties assigned by the manager.

 

JOB QUALIFICATIONS:

  • Experience with developing and documenting procedures.
  • Use of Quality Engineering methods in inspection.
  • Computer proficiency in Excel, PowerPoint, etc.
  • Excellent interpersonal and communication skills.
  • Problem analysis and problem resolution skills.
  • Professional communication and interpersonal skills.
  • Careful attention to detail.
  • Sense of urgency.
  • End-user oriented and problem solver.
  • Minimum two years work experience in the field.
  • High school diploma or some college coursework required.
  • Ability to work independently and as a team.
  • Ability to attend meetings with good presentation skills.

 

How to apply

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

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