Technical Support & Customer Service Representative

Job Title: Customer Service & Technical Support Representative              Department: Signal Marine

Job Summary:  

Signal Marine Customer Service and Technical Support Representative works proactively to resolve customer concerns, assist with customer ordering, and share product knowledge. This role also troubleshoots service inquiries by answering inbound customer service calls and responding to emails. This role may interact and work collaboratively with other departments within Solid Signal in order to accomplish this work. Additionally, this role also has responsibility for meeting department and company standards for productivity, product knowledge, resourcefulness, and being solution driven.

Duties and Responsibilities:

• Provide knowledgeable and proactive customer service that ensures a positive consumer experience with Signal Marine
• Utilize technical knowledge to understand critical components of products and services that Signal Marine sells to help customers with technical support issues
• Act as the liaison between Signal Marine and the installer base to best serve the customer and deliver positive results
• Coordinate and communicate with the Sales Team and Installer, when required, on any technical details to ensure successful deployment
• Understand and have expertise in our core products such as satellite receivers and their systems and/or be able to obtain information utilizing available resources
• Ensure new equipment is compatible with the system sold to a customer and any existing equipment currently utilized by a customer is compatible
• Monitor all orders and accounts to ensure compliance with DIRECTV standards
• Provide guidance to the team for technical compatibility and knowledge
• Monitor Signal Marine live and recorded phone calls for quality assurance
• Assist in creation of diagrams, documents, and other materials to aid the sales team, customer, and installers
• Assist in Sales Order entry into designated systems as necessary
• Engage customers that are pending disconnect to try and maintain the business
• Proactively call customers to prevent cancellation
• Handle billing issues with DirectTV loyalty, and provide credits when applicable
• Assist customers with changing programming
• Ensure equipment is properly activated or deactivated for suspended accounts.
• Remote into customer systems for troubleshooting and resolutions
• Special projects as assigned by management

Required Skills/Abilities/Competencies:

• Knowledge in network support
• Experience with installations and/or working with installers
• Customer service experience
• Excellent interpersonal and communication skills (oral, phone and written)
• Ability to use logic and some math skills when working on technical applications
• Knowledge of various shipping methods
• Strong technical and computer skills
• Ability to work under pressure and multi-task
• Excellent organizational and time management skills
• Knowledge of the sales cycle and associated skills
• Knowledge of EOS is a plus
• Experience with NetSuite and/or CRM preferred
• Can maintain professionalism and positivity under stress and adversity

Education and Experience:

High school or equivalent; certificate/vocational program considered

Experience in network support 

Experience with installations and/or working with installers

Certificates and/or Licenses:

Certifications in networking and/or installation preferred

As necessary, maintain certifications needed to allow the company to offer technical services

Physical or Other Requirements:

Ability to sit and work at a computer up to 8 hours per day

Work Environment:

Physical location of the business

The Signal Group is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.