Description

The Technical Support Representative is to provide world class technical support to customers of EDI and Reno products, by answering initial questions/requests and providing step-by-step guidance, utilizing ticketing software, CRM software, ERP software and other tools to successfully resolve issues and processing warranty and non-warranty RMA claims, ensuring customer satisfaction. The ideal candidate should possess exceptional communication phone and writing skills, attention to detail, and a strong technical aptitude.

Essential Job Functions

• Provide timely and accurate information to customers regarding troubleshooting, installation guidance and 
• Work closely with the engineering and marketing teams to develop content for training tools, manuals, knowledge portals and technical bulletins.
• Use a ticketing system to open, track and close customer issues.
• Provide necessary reports and feedback to product marketing and engineering to develop requirements and requests for product modifications that are frequently requested by customers and either fix issues or enhance the ease-of-use or functionality of the product(s).
• Demonstrate proficiency in MS Office, HubSpot CRM, and other internal software systems for generating reports, maintaining records, and communicating internally.
• Using the ERP software system, the Technical Support Representative will enter Return Merchandise Authorization (RMA) sales orders and work with RMA repair team to ensure reworked or new RMA orders go out to the customer in a timely manner. 
• Occasional travel to job sites or other corporate facilities for training may be required.

Requirements

The requirements listed below are representative of the knowledge, skill, and/or ability required. 

Education: High school diploma or GED mandatory, bachelor's degree is highly preferred.

Skills:

• Excellent interpersonal and communication skills, with the ability to effectively interact with customer and internal teams.
• High technical acumen with electronics and traffic and pedestrian safety hardware and software systems. 
• Strong understanding of traffic signal control technologies.
• Patience with customers and excellent phone communications skills to effectively troubleshoot and guide customers in a systematic manner to resolve their issues. 
• Ability to explain technical products to non-technical and technical audiences. 
• Solid problem-solving skills.
• Ability to work collaboratively with cross-functional teams and field application engineering team to meet customer needs.
• Technical writing skills
• Ability to work independently, take action, and be results-oriented.

Experience:

• Minimum of four (4) years of full-time work experience in a technical support capacity, preferably in the traffic control electronics or Intelligent Transportation Systems (ITS) marketplace.
• Extensive experience in the traffic industry, with a deep understanding of signalized intersection technology and theory of operation.
• Experience in traffic engineering fundamentals, signalized intersection control theory, and ITS technology application preferred.
• Experience as a signal technician is highly preferred.
• International Municipal Signaling Association (IMSA) Level 1, 2 or 3 Signal Technician certification preferred. 
• Experience developing technical manuals and/or technical training materials preferred.