Customer Support Representative - San Diego, CA

IPS Group, Inc. is a design, engineering and manufacturing company focused on low power wireless telecommunications and parking technologies. IPS manufactures its products locally and has been delivering world-class solutions to the telecommunications and parking industries for 25 years. The company is best known for their patented credit card enabled, solar powered single-space parking meter and web-based management system

Position Description

We are looking for a Customer Service Rep who can step into the customers’ shoes and build a connection, turning even the most challenging conversations into opportunities for effective solutions. The Customer Support Representative will provide entry level support for servicing, maintenance, repair, and testing of IPS Group Inc. equipment. IPS Group clients are located across the United States. The ability to troubleshoot remotely is required. This is a customer-facing position and requires strong communication skills along with a commitment to service excellence. The ideal candidate must have the ability to provide entry level support on all relevant company technical products including software, hardware, data management systems and telecommunications and escalate issues to upper-level support personnel when unable to determine a resolution on their own.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on products or services.
• Provide technical support to users or Clients regarding the maintenance, development, or operation of the data
  management system, equipment, or applications.
• Record events and problems and their resolution in Help Desk ticketing system.
• Ensure that open service tickets are attended to in a timely manner and keep the client up to date on the status of their particular open service issue.
• Follow-up and update customer status and information.
• Available for stand-by and after-hours responsibility and customer support.

Desired Skills and Experience

• Ability to communicate both verbally and in writing with business professionals.
• Proven experience as a help desk technician or other customer service/support role.
• Good understanding of computer systems, mobile devices, and other technical products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• Ability to work independently with little or no supervision.
• Excellent customer service skills.
• Ability to continually learn new product service techniques.
• Proficiency in Microsoft Excel and Word.

Work Environment

The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.
Note: The above statements are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel in this classification. Nothing in the job description restricts IPS Group, Inc. from the right to change, assign, or reassign duties and responsibilities at any time for any reason. Furthermore, they do not establish a contract for employment as this is an “AT-Will” employer.

It is the policy of IPS Group, Inc. not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, sexual orientation, or veteran status.

An Equal Opportunity/Affirmative Action Employer—M/F/D/V

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Vision insurance