Position Overview:

Under the direction of the Customer Technical Support Supervisor, the Customer Technical Support Agent performs a variety of customer tech support duties in accordance with company policies and procedures. Responsibilities include fielding customer calls, emails and chats to help troubleshoot equipment issues, order parts and schedule service visits as needed with the goal of issue resolution and customer satisfaction. This is a non-supervisory position with the ability to work remotely once 3-6 months of on-site training is complete and daily performance metrics are met.

Responsibilities:

Provide an outstanding experience to our customers:

Field phone calls, emails, and chats as assigned from customers in need of technical product support

Follow posted protocols and diagnostics to help troubleshoot problems in the most efficient and cost-effective means available; if necessary, identify proper parts needed to resolve issues

Create comprehensive case records in CRM, log complete interactions for accurate case history

Create parts order; dispatch service technicians, and collect billing information when necessary

Maintain a positive and helpful approach in interactions with all customers

Follow documented protocols for escalating customers

Performance expectations and marginal job functions:

Achieve and maintain posted queue metrics for contact volume, order accuracy, availability, and contact quality

Achieve and maintain a 90% or higher average on record reviews

Arrive at work and clock in at least 5 minutes before the start of the shift

Log into assigned queue at posted beginning of shift

For out-of-warranty queues, suggest new products when repairs are not cost effective or feasible

All other projects as assigned

Qualifications:

Education:

Minimum high school diploma or equivalent required

Experience:

Demonstrated experience in customer service required

Minimum of one year of experience in a call center preferred

Other Requirements:

Working knowledge of the Microsoft Office suite

Ability to efficiently log information into CRM system

Excellent written and verbal communication skills

Ability to read and understand technical diagrams

Ability to analyze and solve problems

Skills:

Demonstrated effective interpersonal, verbal and written communication skills

Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary

Unwavering attention to detail and commitment to world-class quality

Ability to embrace deadlines

Able to project a positive and professional demeanor to all internal and external contacts

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities.

Some of our outstanding benefits include:

Health & Dental Insurance

Company paid Life Insurance

401(k)

Paid Time Off benefits

Free access to our state-of-the-art onsite workout facility

Product discounts

Wellness programs