Customer Service/Tech Support Representative

Job Summary:

Signal Group Technical Support Specialist works proactively to resolve customer concerns, assist with customer ordering, and share product knowledge. This role also troubleshoots service inquiries by answering inbound customer service calls and responding to emails. This role may interact and work collaboratively with other departments within Signal Group in order to accomplish this work. Additionally, this role also has responsibility for meeting department and company standards for productivity, product knowledge, resourcefulness, and being solution driven.

Duties and Responsibilities:

• Demonstrate a knowledgeable and proactive approach to customer service that ensures a positive consumer experience with Signal Group.
• Utilize technical knowledge to understand critical components of products and services that Signal Connect sells and to help customers with technical support issues.
• Understand and have expertise in our core products such as satellite receivers and their systems and/or be able to obtain information utilizing available resources.
• Activate receivers and refresh signal for satellite tv customers (ex. Residential, marine, and RV customers).
• Call and qualify Signal Connect hardware leads and distribute them to the sales team.
• Contact customers regarding billing issues and retention.
• Attend technical trainings to obtain required knowledge and skills.
• Remote into customer systems for troubleshooting and resolutions.
• Special projects as assigned.

Required Skills/Abilities/Competencies:

• Customer service experience
• Strong interpersonal and communication skills
• Knowledge of various shipping methods
• Strong technical and computer skills
• Ability to work under pressure and multi-task
• Excellent organizational and time management skills
• Knowledge of the sales cycle and associated skills
• Knowledge or experience in network support preferred
• Knowledge of EOS is a plus
• Experience with NetSuite and/or CRM preferred
• Strong written and phone communication
• Can maintain professionalism and positivity under stress and adversity
• Spanish speaking is a plus

Physical or Other Requirements:

• Ability to sit and work at a computer up to 8 hours per day

Work Environment:

• This is an on-site position

The Signal Group is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift

Ability to Relocate:

• Novi, MI 48375: Relocate before starting work (Required)

Work Location: In person