Technical Support Associate

Temp to Hire

Job Purpose

Tech Support Rep will provide technical assistance to customers, both internal and external. They will explore and troubleshoot customers’ issues, as well as help determine warranty issues and causes. Will be an install and part expert, train new and existing associates. They will be responsible for greeting customers via phone, ticket, email, live chat, or social media. They will collaborate with other departments to respond to customer questions making sure customers are provided accurate and helpful information.

They will work with quality, engineering, and marketing to ensure all data and product information is up to date and accurate, including but not limited to the brand websites, installation sheets, etc...

Duties and Responsibilities

• Walk customers through the process of installing parts
• Help customers troubleshoot issues they encounter while using all tools available to assist
• Send documentation to customers if needed
• Provide technical feedback to Supervisor, QC, Product Mgr., and Engineers
• Respond to incoming calls, emails/tickets, and chat
• Provide data to supervisor for tech bulletins
• Build and maintain training materials
• Make necessary recommendations to satisfy customer issues
• Walk customers and/or associates through the process of installing parts
• Lead on all warranty claims, start to finish
• Track and maintain QC issues on parts to bring to escalate to appropriate department
• Ability to locate and determine areas of issues within quality
• Skilled at installation and troubleshooting issues without guidance
• Assist training new hires and customers when necessary as well as refresher training on employees
• Social Media customer service

Qualifications

Education and/or Experience

The ideal candidate must possess strong technical knowledge about the products and specific brands they have been assigned to. In addition, technical support must have strong analytic, problem solving, and research skills to sufficiently address issues even if the solutions aren’t immediately obvious. Must have the ability to forward think; see the question or issue after the customer presents it.

Computer Skills

To perform this job successfully, an individual should have knowledge of Database software; Internet software; Microsoft Office products, Excel, Word, Power-Point, Outlook, CRM Tool, Zendesk, Ship Station, SharePoint, and others.

Degree of Supervision

The final results of work are typically reviewed with little instruction on day-to-day work while receiving general instructions on new assignments.

Supervision Given

None

General Physical Requirements

Sedentary Work -Exerting up to 10 pounds of force occasionally, walking and standing are required occasionally.

Physical Activities

Walking - Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

Hearing - Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication and make fine discriminations in sound.

Fingering - Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.

Talking - Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Hearing -Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication and make fine discriminations in sound.

Visual Acuity

The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.

Working Conditions

The worker is not substantially exposed to adverse environmental conditions.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Design’s workflows and procedures.

Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

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.

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; Supports everyone's efforts to succeed.

Visionary Leadership - Displays passion and optimism; Inspires respect and trust; mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.

Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitor’s transition and evaluates results.

Leadership - Exhibit’s confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Supports affirmative action and respects diversity.

Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Adapts strategy to changing conditions.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.