Support Technician

Love problem-solving and helping people? Join our team as a Support Technician!

At Puget Systems, we take pride in delivering top-tier computing solutions, and just as much pride in supporting our customers after the sale. As a Support Technician, you’ll be the trusted expert customers turn to when they need help, whether you’re troubleshooting remotely or working hands-on with systems brought in for repair. If you enjoy tackling technical challenges, communicating with people, and making a real impact, this is the perfect role for you.

ESSENTIAL DUTIES MAY INCLUDE:

30 days and ongoing:

• Familiarize yourself with Puget Systems' current processes, including the company handbook and common SOPs.
• Shadow and begin to work on customer requests. Work is reviewed before completion.
• Learn various Support platforms, including Zendesk, NAV, Orders Interface, Repair Checkoff, and Repair Interface.
• Complete required training and onboarding meetings/tasks.
• Shadow Repair to better understand how Support and Repair work together and to learn more about the Service department’s processes.
• Shadow in assembly to gain in-depth knowledge of the production process and the hardware utilized by Puget Systems.
• Proficient in utilizing various communication channels at Puget Systems, including email and Slack.
• Perform other duties as assigned.

3 months and ongoing:

• Ensure customer satisfaction by maintaining professionalism and courtesy during all interactions.
• Learn the process of defusing tense situations with angry or frustrated customers.
• Gaining independence in determining the best course of action to assist customers
• Actively contribute to SOPs by providing precise and constructive feedback.
• Independently use various Support platforms, including Zendesk, NAV, Orders Interface, Repair Checkoff, and Repair Interface.
• Begin cross-training in the repair room by working on customers' systems that cannot be fixed remotely.
• Become familiar with Repair SOPs and Repair check-off as you cross-train

6 months and ongoing:

• Takes the lead on the planning and execution of active campaigns.
• Manage the marketing calendar and project management tools, ensuring timely delivery of campaigns, product launches, and key initiatives.
• Executes on identified areas of opportunity to push the department forward.
• Actively participates in partner and vendor meetings, making suggestions and following through with agreed-upon action items.
• Begins building own reports for tracking department progress and KPIs.
• Manages project budgets, tracking expenses and ensuring projects are delivered within allocated financial constraints.
• Owns the process of requesting, submitting,and receiving marketing funds from vendors.
• Documents ongoing improvements and processes and publishes SOPs for others to follow.
• Acts as a resource for marketing team members, providing feedback and identifying / contributing to professional development opportunities.

12 months and ongoing:

• Effectively troubleshoot hardware and software issues remotely and in the repair room, requesting additional assistance when necessary.
• Capable of offering constructive feedback resulting in process changes and individual improvement.
• Participate in workgroups and personal projects, including process improvements and hardware support guides.

EDUCATION, SKILLS & EXPERIENCE:

• Previous personal or professional experience with computer software and hardware required
• 1 year of customer service experience required
• IT certifications (CompTIA, TestOut) or formal education are highly preferred

PHYSICAL REQUIREMENTS:

• Ability to work from home or office required
• Prolonged periods sitting at a desk and working at a computer.
• Capable of lifting up to 65lbs

COMPENSATION & BENEFITS INCLUDE:

• The pay range for this role is $21 - $26 / hour.
• In cases where a candidate has significant experience in both the customer service and technical parts of this role, they may be hired at a Tier 2 Support Technician. In this case, the range is $24.0 - $31.50 / hour.

Benefits include

• Medical, Dental, and Vision offered and covered at 75% by Puget Systems for the Employee’s coverage
• Paid time off - 2 weeks PTO to start, 1 day / year until they hit 4 weeks; 1 hour Sick Time Off for every 40 hours worked
• Paid holidays - 8 days 1 floating holiday per year
• Paid parental leave - 3 weeks
• Paid Medical Hardship Leave - up to 2 weeks / year
• 4% match on 401(k), immediate vesting
• Volunteer Matching Program
• Wellness Reimbursement Program
• Company-sponsored financial counseling

WHO WE ARE:

Puget Systems was founded by Jon Bach in December of 2000. We have just under 70 employees, and operate out of our 14,000 sq foot building in Auburn, Washington. We design and manufacture solution-specific, highly reliable workstations and servers for content creation, engineering, and scientific computing. We are unified in our mission to enable the work of our clients, and provide an unparalleled customer experience. Our core belief is that computers are a tool that should get your work done, and not be a hindrance. Our focus is on the work of our clients, and how our technology enables new and exciting advances in those fields.

HIRING PROCESS

All candidates must submit a resume to be considered for this position. Applications with a cover letter will be given additional consideration. Qualified applicants will be invited to a first-round Zoom interview, then may be invited to an in-person interview. A background check is required ahead of your start date. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.

Job Type: Full-time

Pay: $21.00 - $26.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 1 year (Required)
• Computer hardware: 1 year (Preferred)
• Computer software: 1 year (Preferred)

Ability to Commute:

• Auburn, WA 98001 (Required)

Ability to Relocate:

• Auburn, WA 98001: Relocate before starting work (Required)

Work Location: Hybrid remote in Auburn, WA 98001

Salary : $21 - $26