Technical Support and Equipment Fulfillment

This position includes technical support, equipment fulfillment, and involvement with our product development team. You’ll perform top-tier technical support for business customers who subscribe to our products that improve their company. You’ll be an important member of a small team, with a collaborative and supportive environment, and be respected and appreciated for your individual contributions. You’ll be part of a team that builds and supports innovative solutions for external client solutions. You’ll be encouraged and provided with time to improve your skills and learning.

You will be working with our software development, product and account management teams to help complete your duties. You will learn from and collaborate with them to reach the desired results, taking direction and implementing best-practices to ensure customer satisfaction. As upper tier tech support, you’ll have the ability to not only provide direct support to our customers, large and small, but also contribute to improvements in our software platform.

Job Duties and Requirements

1. Equipment Preparation and Fulfillment:
   1. Working within multiple systems at a time to process shipments, including scanning devices, printing labels and applying labels to correct devices for shipments.
   2. Preparing devices for shipping, including but not limited to unboxing manufacturer shipments and cutting and placing batteries in shipping boxes.
   3. Printing and preparing shipping documents to be placed in each shipment.
   4. When necessary, update devices with software and/or firmware application updates.
   5. Unloading shipment boxes from the manufacturer. Requires physical ability to lift boxes weighing 40-50 pounds.
   6. Scanning devices into inventory.
   7. Verifying shipment record prior to shipping. Includes communication with multiple departments to ensure accuracy.
   8. As needed, spot checking of devices to ensure they are in working order.
   9. Ability to work with hardware like barcode scanners, printers, or shipping label creators.
   10. This hands-on equipment management and fulfillment aspect of the position requires this person to work full-time in the AutoNetTV offices in Draper.
2. Technical Support:
   1. Ability to master and provide elevated support for various technical systems and software.
   2. Ability to diagnose and resolve technical issues remotely and guide others through technical problems.
3. Customer Service Skills:
   1. Experience in addressing customer issues related to system application usage, including software and hardware.
   2. Patience and problem-solving skills to assist customers and resolve complaints.
   3. Excellent customer service and communication skills, via email, phone, or chat.
4. Attention to Detail:
   1. Ability to handle multiple tasks accurately.
   2. Monitoring and correcting discrepancies in shipping data or technical systems.
5. Multitasking and Time Management:
   1. Ability to prioritize tasks such as handling urgent shipments and technical issues simultaneously.
   2. Time management to ensure shipments are processed and tech support tickets are resolved promptly.

Skills

1. Technical Support Troubleshooting:
   1. Ability to provide step-by-step guidance for solving technical problems for customers and employees.
2. Data Entry & Accuracy:
   1. Strong attention to detail in handling shipping data, inventory logs, and technical support documentation.
   2. Ability to update and maintain accurate records in shipping and support systems.
3. Problem-Solving:
   1. Analytical skills to identify issues in both shipping processes and technical systems, then develop and implement solutions.
4. Adaptability:
   1. Comfort with learning and using new technologies or processes, especially when systems are updated or changed.
5. Organizational Skills:
   1. Ability to keep track of inventory, shipments, and technical issues, ensuring everything is documented and up to date.