As a Technical Support Representative, you will provide excellent customer service to dealers, sales representatives, and consumers via phone, email, live chat and social media, as well as provide diagnostic advice to resolve technical product issues, order entry, and recommendations on product selection, and maintain accurate and up-to-date records on communications through computer applications.
Remote/work from home options available.
PART TIME OPTIONS AVAILABLE AS WELL!
Will be required to drive to Eufaula for about one month's worth of training!
• Provide technical and sales support to consumers, non-account dealers and sales representatives to ensure efficient and accurate quality service relating to our products, their software, features and functions.
• Provide post-sale support to consumers and retail channel partners in the form of trouble-shooting advice to install and repair product or direct them to a qualified repair facility. Enter orders for replacement parts, finished products, repair authorizations, and facilitate returns process during or after the warranty period. Document the interaction in the appropriate computer application to help drive continuous improvements in process and product quality.
• Respond to inquiries, resolves routine issues (referring more difficult problems upward, if necessary), and educate and act as a resource on company products via phone, email and other methods as appropriate.
• Provide pre-sale support to consumers and retail channel partners in the form of product selection based upon the application and desired features, installation and rigging, promotions, product availability, pricing, and where to purchase. Document the interaction in the appropriate computer application to help drive continuous improvements in process and product quality.
EDUCATION AND EXPERIENCE REQUIRED
Education: High school diploma or equivalent. Experience: Typically requires a minimum of 1 year of experience in a technical customer support role and 2 years of overall customer service experience.
KNOWLEDGE, SKILLS AND ABILITIES