Technical Support Agent

Description

Hours: 8am-5pm Monday-Friday, no nights or weekends!

Pay: $18.00 per hour with potential for bonuses

Location: Cottage Grove, WI , 100% onsite position.

Position Overview:

Under the direction of the Technical Support Supervisor, the Technical Support Agent handles a high volume of customer contacts through phone, email, and chat.  Agents perform technical troubleshooting and a variety of customer technical support duties in accordance with company policies and procedures.  This is a non-supervisory position.

Responsibilities:

Provide Outstanding Service to Dealers, Consumers & Service Providers:

• Maintain good attendance and adherence to schedule.
• Answer and respond to a high volume of phone calls, emails, and chat contacts from customers in need of technical support.
• Support multiple queues. 
• Follow posted protocols and diagnostics to help troubleshoot and resolve problems in a cost-effective way.
• Create parts orders; dispatch service technicians; collect billing information.
• Document and maintain comprehensive customer case records.
• Efficiently utilize tools and resources
• Achieve and maintain posted KPIs including but not limited to contacts, order accuracy, availability, and quality.
• Promote a positive and collaborative team atmosphere with co-workers.
• Build and maintain working knowledge of products. 
• Complete all required training and ongoing education. 
• Other duties as assigned

Maintain & Manage Customer Database:

• Log all calls in consumer database
• Provide complete and accurate information about the calls and steps taken to make the correct diagnosis per department work practices
• Follow CRM SOP
• Use phone system and Q’s as designed

General Responsibilities:

• Be aware of the work environment; keep your workstation clean and tidy by 5S standards
• Be aware of the company goals and work to achieve department KPI’s
• Be on time for scheduled day
• Projects as assigned

Requirements

Education:

· Minimum high school diploma or equivalent required

Experience:

· Previous experience working in a call center, customer service or in the fitness industry required

Other Requirements:

· Working knowledge and experience with Microsoft Office suite

· Excellent written and verbal communication skills

· Ability to analyze and solve problems

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

· Health & Dental Insurance

· Company paid Life Insurance

· 401(k)

· Paid Time Off benefits

· Free access to our state-of-the-art onsite workout facility

· Product discounts

· Wellness programs

· Free Yoga and workout classes

· Opportunities to earn more PTO

Salary : $18