Technical Support Specialist - Commercial

JAE ELECTRONICS, INC.

JOB TITLE:           Technical Support Specialist - Commercial                              DEPARTMENT:  Marketing

REPORTS TO:       Marketing Director – Commercial                                             SUPERVISES:    None

POSITION TYPE:  Exempt                                                                                

GENERAL POSITION SUMMARY:

This position provides timely and accurate support to our Sales team, Customers, and Distribution partners 

via online chat, telephone, e-mail or any other acceptable method of communication. The individual must be self-motivated and capable of making independent decisions related to requirements of the position. A good understanding of business concepts and JAE product is essential. Coordination of multiple tasks will be required.

MAJOR ACCOUNTABILITIES:

The primary responsibility of the Technical Support Associate is providing technical support to Sales team, Customers and Distribution partners. Gathering customer’s information and project information are also required.

DUTIES AND RESPONSIBILITIES                                                               PERCENT

Technical support                                                                                                    70                                               

Report opportunity to Marketing and Sale Managers to follow up with                   10                   

Weekly Request Analysis                                                                                        10

Provide customer feedback for product/service improvements                               10

QUALIFICATION REQUIREMENTS:

Education:      Bachelor’s Degree.  Experience may be considered in place of a degree.

Experience:    2 - 5 years of customer interaction, account management or related experience.

Skills:             Computer proficiency (including PowerPoint, Excel, & Word), telephone, general office and people skills.

CORE COMPETENCIES:

1.)  Good communication and organizational skills                

2.)  Knowledge of CRM (Saleforce) is a plus                        

3.)  Able to comprehend and process detailed and technical information     

4.)  General interest and basic knowledge of electronics

5.)  PC Software skills

6.)  Accuracy and accountability of processes

BUSINESS TRAVEL:

Not required as a standard requirement, but may be required to travel upon request

PHYSICAL DEMAND:

This position requires physical demand in the form of typing, and answering and making phone calls. May be required to lifting of up 15 pounds on seldom occasion.