Technical Support Representative II

Excellent opportunity to showcase your technical support skills with a world-class commercial equipment manufacturer who offers an awesome culture and work environment along with a very generous benefits package!

• Provides second level technical support by end-users through calls from dealers, distributors and sales representatives. Phone support may include troubleshooting, diagnosis and repair of equipment such as utility and digital imaging products.
• Will focus on Utility products such as vacuums and compressors.
• Conduct analysis and troubleshooting via telephone, email and remote control for customer accounts in a timely fashion to identify causes of problems and provide solutions to customers.
• Ability to handle high call volume and correspondence; multitask and escalate to Tier 3 as needed.
• Follow up on open service inquiries, respond to and resolve complaints and concerns.
• Familiar with standard concepts, policies, practices, and procedures within the organization. Relies on experience and judgment to plan and accomplish goals.
• Determine the requirement for parts to be replaced, provide return authorizations and communicate shipping requirements and arrangements to customers as required. Prepare required internal documentation to facilitate the return of customer units for repair or credit.
• Develop technical Q&A for solutions related to products.
• Proper case entry documentation into our CRM system as it pertains to incoming call complaints.
• Able to work a flexible schedule during posted hours of support.
• Continue to improve product knowledge and customer service skills.

Work Experience Requirements:

• 3-5 years call center experience in a technical support role
• Similar industry products technical troubleshooting experience preferred

Core Skills Requirements:

• Mechanical and electrical aptitude desired.
• Imaging/PC experience required.
• Network Knowledge preferred.
• Good oral and written communications skills.
• Excellent phone and customer service skills required.

Education Requirements:

• AS Degree, Technical School-Engineering degree or equivalent level of business experience.