What are the responsibilities and job description for the Customer Support Representative position at VirTra, Inc.?
Position Summary :
The Customer Support Representative maintains the successful operation of VirTra’s firearm training simulators and products after the systems have been installed at customer locations. Ensures that all customer service issues and inquiries relating to proprietary hardware are resolved timely and will provide the highest level of customer service.
Technical Functions :
- Process inbound and outbound service and support calls through phone and email communication.
- Diagnose and resolve customer complaints and inquiries relating to hardware using company troubleshooting resources to determine appropriate course of action according to company and departmental SOPs.
- Develop and maintain understanding of proprietary hardware solutions to assist in reporting trends in customer issues.
- Coordinate the shipment of damaged or broken parts / components from the customer to VirTra, and the shipment of repaired / replaced parts and components back to the customer.
- Escalate service issues to Tier II Technicians as needed and defined in company and departmental SOPs.
- Develop and maintain proficiency with all new, modified, and legacy systems, products, and scenarios.
- Assist in developing company knowledge base on troubleshooting new and legacy issues.
- Direct customer inquiries to the appropriate company personnel, as needed.
- Assist in development of customer training and support resources.
- Comply with department ISO 9001 processes and company quality.
- Manage and log time worked daily by project code.
- Provide miscellaneous support to other departments as needed.
- Perform testing on outgoing products to ensure proper functionality as defined by company and departmental SOPs.
Process Functions :
Job Knowledge, Skills, and Abilities :
Competencies :
Physical Demands :
While performing the duties of this job, the employee is regularly required to talk, hear and speak. Frequently the employee will be required to stand; walk; use hands or fingers, handle or feel; and reach with hands and arms. Will be required to climb, kneel, crouch and lift items of 60 lbs. or more often. Visual acuity including color, depth perception and field of vision. Subject to high noise levels often as well as moving mechanical parts, moving vehicles, electrical current and scaffolding and high places. Sit and work at a computer for upwards of 4 hours at a time which requires repetitive motion of the wrist, hands and / or fingers.
Education and Experience :
Additional Requirements, if any :
VirTra is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws.
About VirTra, Inc. :
VirTra creates intense, immersive training solutions that keep law enforcement officers safe, prepared and armed with excelled skills. We are a meticulous in assuring every aspect of each scenario is the highest quality for maximum realism and learning. This attention to detail is found in every true-to-life scenario, curriculum, recoil kit and electronic device train your team to the highest level of preparedness.
