Job description – Product Support Technician

Ritron is looking for a person with the technical skill to understand wireless two-way radio products and systems. Candidate must be highly organized, enjoy problem solving and working with people. Patience, self-awareness, and curiosity to understand are a must.

Individual will work independently and provide feedback back to the sales and marketing team by documenting interaction with customers in the form of brief application stories.

Job Summary:
The role includes receiving phone calls and emails from customers and assisting them to resolve technical, programming, implementation, and installation concerns. This role will also work alongside our Sales/Marketing Team to provide technical information and support for feature and programming options that meet the needs of a customer. This role is a critical source of after-sale information on who, why and how Ritron products are being used.

Responsibilities:

• Receive Product Support related incoming phone calls and emails from Ritron customers.
• Answer questions in a professional, methodical way to resolve product set-up, programming, implementation, and installation issues.
• Develop comprehensive understanding of Ritron products, their features, capabilities, and utilization through in-house training, industry tools, and disciplined self-discovery.
• Create documentation on Best Practices and tools to help customers understand and resolve issues on their own.
• Provide insight and feedback to Sales, Marketing, Engineering, and Repair teams regarding product use, failure, and success.
• Assist Sales team by answering overflow calls to Sales workgroup.
• Keep accurate records of prospects and customers through the company CRM and ERP system.
• Stay curious about customers, applications, opportunities, new technology, and current events.

Requirements:

• BA/BS degree or equivalent work experience in a technical or related field.
• 2-5 years of hands-on technical support experience preferred.
• Organized, Reliable – Shows up for work daily. Follows through as expected.
• Strong desire to serve others, grow and contribute.
• Excellent verbal and written/grammar communication skills and active listening skills.
• Customer oriented, ability to adapt to a variety of personalities and attitudes.
• Proficient in Microsoft Office programs (Word, Excel, Power Point, Adobe)
• Some possible travel will be required for conferences or trade shows (2-3 times per year).
• The position will work at the corporate offices with a M-F 8:00am – 5:00 pm schedule.

Ritron, Inc. is a US manufacturer of wireless communications equipment.

Ritron, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type: Full-time

Pay: $35,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person