Technical Support Representative

Supervision

Reports to: Sr. Manager of Service Operations and Technical Support

Come grow with us!

Working at ViewSonic is a unique opportunity to do rewarding, meaningful, high-visibility work for a global leader in visual technology. At ViewSonic, we are celebrating over 3 decades of excellence, carrying on the same entrepreneurial spirit and innovation we’ve had since 1987. Our brand and products are well-known throughout the industry. As a result, we are growing quickly and are looking for energetic, motivated team members to expand our nest.

Your Role and Impact

The Technical Support Representative I is responsible for maintaining a professional and satisfied relationship with customers (internal and external) by providing product and service troubleshooting while educating about the features and benefits of the product. The Technical Support Representative makes use of knowledge bases and troubleshooting techniques to resolve a customer’s technical issue in a timely and cost-effective manner.

The Technical Support Representative I works as part of Customer Care department, working directly as part of the resolution.  Resolves routine questions and problems, and refers more complex issues to higher levels.  They work under direct supervision and follows standard procedures and written instructions to accomplish assigned tasks. 

Day to Day Responsibilities

• Maintain departmental productivity goals and service levels to achieve the highest level of customer satisfaction.
• Handles customer inquiries via phone, chat and email—provides presale general information, technical specifications of the products to emphasize product features/benefits.
• Troubleshoots ViewSonic products with customer’s system environment and installed applications to determine the problem’s root cause, then provide solutions to minimize merchandise returns. Follows up to ensure all cases are closed satisfactory and within policy limitations, when required. 
• Resolves escalated issues forwarded by other ViewSonic departments, such as Call Center, Sales, Customer Support, and Product Managers.
• Arranges services, such as On-Site service, depending on product and customer types (resellers, end users, corporations, VIP accounts, etc.).
• Issues appropriate Return Merchandise Authorization (RMA) based on department policy.
• Collect and document field complaints, tests and duplicates field reported problem to identify quality issue. May require to work with 3rd party Technical Support for satisfactory solution.
• Supports ViewSonic Authorized Service Providers (ASP) on all repair and services related issues
• Supports Sales and Marketing Evaluation Lab activities.
• Support Sales and Marketing special events and activities as requested that may require traveling.
• Coordinates with other departments on technical issues to ensure customer satisfaction.
• Handles quality-sensitive cases for corporations and VIP accounts; escalates high-level problems to Management
• Assist in developing solution documents and updates technical knowledge base for department team’s reference.
• Involved in supporting customer support web portal knowledge base.
• Performs other Technical Support functions and activities as assigned.

Your Profile

• Minimum of 1 year Technical Support/call center experience working with similar products.
• Technical Trade School certification or equivalent with 2 years related experience.
• Proficient knowledge on various computer systems, components and applications.
• Excellent knowledge on various operating systems (Windows, Mac OS, Android, etc.),
• Knowledgeable in utilizing MS Office products (Word, Excel, PowerPoint, Access).
• Proficient knowledge on network, internet, and having some computer training and certifications is preferred.
• Must be able to read and understand engineering specifications.
• General knowledge on technical terminology and specification on display technology.
• Knowledge on high-tech products such as projectors, and/or internet appliance preferred.
• Experience developing solution documentations and training of internal and external customers is preferred.
• Excellent skills on communication (oral and written), customer service, interpersonal, negotiation, organization, troubleshooting and problem solving.
• Familiarity with warehouse environment and equipment preferred.
• Spanish or French speaking a plus.

What’s in it for you:

• Medical, Dental and Vision insurance options
• 401k with company match
• Paid Time Off
• Company provided equipment
  

Work Environment & Requirements

• Environment: Normal office conditions.
• Physical Effort: Work requires infrequent physical demands
• Hazards: Negligible, little or no exposure to hazards

At ViewSonic, our mission is to provide excellence in visual experience by combining, products, solutions, and ecosystem developments. We celebrate and support diversity and are committed to creating a respectful and inclusive environment for all employee-partners. ViewSonic does not discriminate on any basis covered by appropriate law, and all employment is decided based on qualifications, merit, and business needs.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.