Technical Support Rep 1

Technical Support Representative 1  

T-H Marine Supplies, LLC and its family of companies is the leading marine accessory manufacturer in the recreational boating industry. Since 1975 we have focused on building a winning team and great relationships with our customers. The T-H Marine family of companies is looking to fill an eCommerce Accountant position at our TH Marine location in Huntsville, Alabama.  

The Technical Support Representative will provide technical assistance and answers to users’ questions, assisting users with troubleshooting problems and oversee all that is technical support and warranty department. This position will be in office Monday-Thursday 7am-5pm with occasional ½ day on Fridays in the busier season. 

Position Description: Full Time 

FLSA Status: Hourly, Non-Exempt 

Shift: 8:00am-5:00pm Monday through Thursday / 8:00am-1:00pm Friday

Work Week: 4 to 5 days a week  

Location: Huntsville, Alabama 

Salary: $22.50/hour

Full Time Benefits: 

• 4-day work weeks (10-hour days) but currently working Fridays 8 to 1 remote.
• Eligible for voluntary benefits on the 1st day of the month following hire date 
• Full benefit package includes: Employee Assistance Program (EAP), Medical (PPO, HSA, FSA), Dental, Vision, Voluntary Life, AD&D, Critical Illness, Accident, Hospital Confinement, Identity Protection, Pet Insurance 
• Company pays for Virtual Urgent Care, Virtual Counseling Services, Life Insurance, AD&D, Short-Term Disability, & Long-Term Disability for full time employees 
• 401k eligible on the 1st day of the month following 6 months of employment.  TH Marine matches 50% of up to 4% of your pre-tax contributions. 
• Paid Holidays 
• Paid Time Off (PTO) 

Responsibilities 

• Identifies, investigates, and resolves users’ problems.  
• Fields support calls, chat, e-mail, and/or other communication from users with inquiries regarding T-H Marine part concerns. 
• Consults with users to determine steps and procedures taken to resolve the problem and to narrow down the root of the problem. 
• Applies knowledge of T-H Marine parts and procedures to solve problems. 
• Guides users through diagnostic and troubleshooting process, which may include use of diagnostic tools and software and/or following verbal instructions. 
• Collaborates with other personnel to research and resolve problems. 
• Collaborates with QC and production manager to explain errors and/or recommend modifications. 
• Maintains current knowledge of technology innovations and trends.   
• Other duties as needed or required  

Required Skills 

• Highschool diploma or GED required 
• 5 years’ experience in customer technical support highly preferred  
• Able to lift up to 50 lbs. 
• Excellent verbal and written communication skills.  
• Excellent interpersonal and customer service skills. 
• Professional and pleasant telephone manner. 
• Ability to explain technical issues to both technical and nontechnical personnel and customers.   
• Strong analytical and problem-solving skills. 
• Proficient with Microsoft Office Suite, Excel or related software. 
• Proficient with, or able to quickly learn to use, a broad array of hardware and software. 
• Previous experience with Zendesk preferred but not required 

Education and Experience:

• High school diploma or GED required.

• At least five years of experience in customer technical support highly

preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.