Technical Support Representative

Job Description

Job Description

Position Title: Technical Support Representative - Call Center

Reports To: Director of Technical Support

Summary:
The Technical Support Representative works in a call center environment as part of the customer support team is knowledgeable of all technical aspects of equipment to assist customers and outside technicians by phone and email. The Technical Support Representative works directly with customers and other technicians over the phone to resolve issues on field equipment and provide parts. While most of the calls are inbound, this position will also be responsible for proactively assisting customers by making outbound calls to address technical needs. Equipment and phone training are offered. Travel to customer locations to assist with repairs or installations may be required.

Essential Functions:

• Maintain current knowledge of company’s equipment, primarily spray booths and extraction units (full training is provided).
• Answer customer calls and emails to determine possible issues and hardships that they are experiencing with equipment.
• Diagnose errors or technical problems and determine proper solutions
• Utilize CRM and parts order entry systems (full training is provided).
• Assist customers with parts ordering, process refunds and credits.
• Assist with packing and shipment of spare parts as needed.
• Assist sales team with technical information.
• Assist with parts assembly and quality testing as needed.
• When required, travel to provide repair services at customer accounts or install new equipment in accordance with established procedures, using proper tools and spare parts
• Other job responsibilities as assigned.

Skills/Characteristics Needed for Success:

• High School diploma or GED required.
• Technical or mechanical background preferred
• Competency in problem solving.
• Confidence and professionalism to interact with customers and technicians over the phone.
• Good working knowledge of Microsoft Office Applications (Word, Excel, etc.) and Windows environment. Ability to type minimum of 25 words per minute is important to create logs into CRM.
• Strong communication skills.
• Ability to work independently and within a team.

Physical Requirements:

• Must have the ability to move 40 to 60 pounds continuously.
• Must have the ability to position self to bend, twist, and remain stationary for the duration of the shift depending on assigned task.