Customer/Technical Support Representative

JOB SUMMARY

The Technical Customer Support team member is part of the Field Services department and is primarily responsible for inbound calls/inquires and setting up service dispatches. This individual must have professionalism, patience, and a people first attitude, while attention to detail is a must.

This individual will be responsible for assisting consumers and service technicians by providing appliance service and other product support including inquiries for service and product information, diagnosing service-related issues, ordering parts, and dispatching service while providing a stellar customer experience.

Duties and Responsibilities

· Receive incoming calls from consumers, dealers, distributors, and service technicians and providing diagnostic support on appliances and other products

· Accept and handle technical/diagnostic calls and process emails/requests to set up new service

· Escalate calls as needed to Field Technician/Engineer for more in depth technical/diagnostic assistance

· Respond to customer and field technicians’ emails

· Communicate to clients for approvals, diagnostic results, and shipping inquiries

· Document support on warranty service calls in tracking database

· Works closely with national service providers and individual service companies to provide product information and support

· Complete status updates on service calls completion

· Report common issues identified from service partners for escalation

· Performs other specific duties or assignments as directed by Team Manager

Qualifications

· High school education or equivalent is required

· Minimum 1-year call center/customer service experience

· Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills

· Ability to read/understand service manuals/bulletins

· Excellent communication and interpersonal skills – verbal and written, are required to effectively and accurately communicates in English via email, text, and telephone

· Multilingual (Spanish, German, Italian, or French) an asset but not required

· Possess an attention to detail

· Ability to work with minimal supervision and research using traditional and online resources

· Working familiarity of various office equipment (telephone, computer, fax, copier, etc.) and be PC proficient with basic skills in Internet, Excel, and Word

· Ability to type 45 wpm

· Must be able to accommodate flexible work schedule based on business needs

· Open Availability

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work setting:

• Hybrid work

Ability to Relocate:

• Orlando, FL 32817: Relocate before starting work (Required)

Work Location: Hybrid remote in Orlando, FL 32817