Technical Support

Located in Fort Myers, FL

Salary: $40,000-$50,000

Technical Customer Service Representative

 

Job Summary:

We are seeking one full time employee to work in our customer service department supporting client product inquires. The Technical Customer Service Representative will interact with the company’s customers by addressing inquiries, providing technical support and resolving complaints. 

Duties/Responsibilities:

• Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services.
• Provide Tier 1 and Tier 2 support, troubleshooting technical issues with the produces. Able to walk customers through machine setup, part replacements, and general service and maintenance.
• Enters orders for replacement parts and services both in and out of warranty, issue RMA’s for products that need to eb sent in for service repair.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Maintain customer-facing documentation for website, forums and product user manuals.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Work closely with other groups including Engineering and manufacturing to implement enhancements that improve product reliability and serviceability base on customer complaints
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent analytical, computer and communication skills with the ability to communicate complex technical troubleshooting in an easy to understand manner
• Proven ability to function in a self-directed environment

• Service-oriented and able to resolve customer grievances.

Education and Experience:

• High school diploma or equivalent.
• Customer service or technical support experience required, 1 year minimum.
• Experience with Software/electrical/mechanical products or industries is a preferred

Physical Requirements:

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

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