Technical Product Support Representative

Summary of Position
Responsible for providing the highest level of technical support to our customers with their pet training devices. With today’s innovative technology, our pet products combine hardware, and training knowledge to provide our customers real-time assistance with their pets.

Essential Duties and Responsibilities

• Actively participate in the learning and application of training tools to improve your daily measurables.
• Demonstrate a sense of urgency for real time problem solving (Root Cause Analysis) to identify and eliminate customers concerns.
• Follow the standard to timely and accurately address customers' questions and needs.
• Be an expert in the portfolio of products in reference to their applications, capabilities, limitations and components while being able to provide a high level of technical support for our customers.
• Demonstrates excellence in completion of all other duties as assigned.

Communications Competencies

• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every contact.
• Seeking understanding and have the courage to step into tough truth conversations for the sake of the customer and company.
• Facilitate customers issues with empathizing and patience.
• Achieve goal for 1st Call Resolution
• Achieve Quality goal based on Customer Satisfaction Level for incoming calls

Qualifications

• 1 to 3 years’ experience in a customer service and technical support related job, preferably with electronic products.
• Solid organizational skills demonstrated by prioritizing multiple demands with high degree of accuracy while managing interruptions with timely follow-through in a dynamic environment.
• Exhibits solid problem solving, critical thinking and decision-making skills as evidenced by an aptitude to comprehend and convey features and benefits of multiple industrial-type products.
• Ability to develop and maintain relationships by demonstrating excellent communication skills (internally and externally); balances individual and team perspectives.
• Intentionally sets expectations; bottom lining skills and active listening are especially important skills.
• Proficient in the use of the computer, and Microsoft Office software applications (Word, Excel, PowerPoint and Outlook)
• Significant desk time with extensive phone and computer usage (1 year minimum)

Job Type: Full-time

Pay: From $16.50 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• Microsoft Office: 1 year (Required)
• Technical Customer Support: 1 year (Required)
• Call Center: 1 year (Required)

Language:

• English (Required)

Ability to Relocate:

• Garrett, IN 46738: Relocate before starting work (Required)

Work Location: In person

Salary : $17