What are the responsibilities and job description for the Technical Support Specialist position at WOW Recruitment?
Technical Support
- Up to $85k per year 401k 5k Healthcare provided Company Bonus
- Fully office-based role
- Irvine, California
Play an integral role in one of the US's fastest growing outdoor heating specialists.
You will need to be comfortable encountering new technical challenges, trouble shooting issues, and providing practical and timely solutions.
*Please note, this is NOT an IT support role, it is a product/installation support role*
Main Duties/Responsibilities:
- Customer Service: Respond promptly to inbound inquiries via phone or email whilst diagnosing and trouble shooting installation issues across electrical, mechanical or app-based issues.
- Technical Support: Engage directly with customers for pre or post sale request and confidently navigating electrical, mechanical and electronic systems.
- Technical Support Escalations: Escalate complex cases to technical leads or relevant teams when required.
- Product Marketing: Validate and explain product performance parameters and continuously improving product information.
- Product Support: Share insights on recurring product issues to enhance trouble shooting processes.
- General Office Housekeeping: Maintain and manage call queue ensuring timely resolution and documentation.
Skills & Experience:
- You have at least 2 years of experience working in a phone-based background and dealing with electrical, mechanical & electronic products/installations.
- Strong problem-solving ability: You are able to demonstrate resourcefulness to research, collaborate and formulate solutions.
- Customer Centric: You enjoy helping customers, providing patience and commitment to solving their concerns.
- Medium to high-level computer skills, including knowledge of ERP and CRM systems.
If you meet the above criteria and can see yourself in this role, get in touch with Brad via brad@wowrecruitment.com.au.
Salary : $80,000 - $85,000
