What are the responsibilities and job description for the Technical Support Representative (ONSITE) position at Contact Us?
Technical Support Representative
Training Start Date : March 3, 2025
Training Hours : 8 : 00 a.m. - 4 : 30 p.m. EST
Production Hours : M - F 8 : 00 a.m. - 8 : 00 p.m. EST
NO WEEKENDS!
Location : Onsite 111 Roberts Rd, Suite 400
Grindstone, PA 15442
About the Tech Support Representative :
Provide technical support and product registration to customers in a courteous and professional manner and use all programs and tools related to the support accurately.
Responsibilities :
- Handle incoming calls, emails, letters, and / or chat sessions from customers needing product support.
- Must be able to understand and explain operation / faults of equipment and its components.
- Must be able to read / follow wiring schematics and flow diagrams.
- Understand basic automotive AC service procedures.
- Use "Kid gloves" approach with customers including a never say no attitude.
- Quickly assess customer needs and proactively provide solutions with a positive attitude.
- Refer unresolved customer grievances to designated departments for further investigation.
- Ability to de-escalate customers
- Must be able to give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate and not interrupt at inappropriate times.
- Will be expected to arrive to work on time for all scheduled shifts; will be expected to follow all scheduled shifts including taking breaks and lunches as scheduled.
- Representatives will be expected to maintain an average handle time below 10 minutes or 600 seconds.
- Representatives will be expected to have quality monitoring score of 90% or higher
- Other duties as assigned.
Required Skills :
Expectations :
Other Duties :
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EEO Statement :
ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
INDSJ
