The Technical Support Representative is responsible for responding to remote customer inquiries received through the Technical Support Call Center. Will assist customers regarding product features and/or functions by troubleshooting hardware and software issues. Customer inquires will range from basic set-up questions to in depth problems at the modular level.
[Other Essential projects and duties may be assigned.]
Respond to remote customer inquiries regarding product features and/or functions through Technical Support Call Center.
Serve as principal contact for fielding customer technical support requests; communicate with customers through various means, most telephone, to resolve issues.
Provide courteous and timely assistance to customers relevant to service questions or issues; maintain positive working relationships with and customers and internal staff in order to effectively develop resolutions.
Troubleshoot, sometimes complex, hardware and software issues including the configuration and installation of new equipment at car wash sites and problem resolution of existing equipment.
Thoroughly and accurately capture customer issues in tracking system, following up on open issues and closing resolved issues according to established metrics as possible.
Participate in Technical Support training efforts as needed.
Provide on-site training to customers on equipment and software when required.
Assist in developing training or policy changes to address technical support problem areas.
Attend training in order to maintain working of knowledge of current, enhanced, and new company products.
Must be available to work occasional evenings and weekends.
Assist with equipment repairs on returned products.
Ensuring return shipment of repaired units/components
Provide support of Engineering department in development of new products
Also responsible for working with the sales team in keeping them informed of field issues.
[To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.]
Associates degree in Electronics or equivalent certification in related field from a trade or vocational school; AND a minimum of three (3) years experience in an intense Technical Support environment (e.g. Help Desk or Call Center) including troubleshooting and resolving problems regarding electronic components and software systems.
MS Office and exposure to LAN / WAN