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Job Title: Technical Support (Job # 6688) | Apply Now
Job Description: II. Basic Function: - Trouble-shoot and resolve issues related to products via phone/e-mail - Perform hands-on mechanical repair and test of products - Effectively document all correspondence in an internal database for reference and tracking - Resolve customer's technical issue in a timely and cost-effective manner III. Primary Responsibilities: Telephone and Email Technical Support - Resolve technical support issues with systematic questioning/suggestions for resolution - Maintain detailed documentation in Call Log Database on every support request - Detect and report technical support / product trends - Maintain a willingness to learn and revise approach on a regular basis as industry dictates - Communicate effectively with all level of customers - Research and resolve customer conflicts Product Repairs and Credit Processing - Perform system repairs and credit processing on all products - Evaluate systems for condition and functionality - Test, recondition, and package products for customer sale - Detect and report technical support and product performance trends to supervisor Product Testing/Rework - Perform testing on new products as necessary - Perform quality control testing on existing products as necessary



Education/Experience - High school education or G.E.D. (Required) - Two-year college/technical school or equivalent experience (Preferred) - Minimum 2 years' experience with PC/Printer/Consumer Electronics troubleshooting (Preferred) - Inbound/outbound call center experience a plus Personal and Technical Skills - Excellent problem resolution, conflict management, and negotiation skills - Strong written and interpersonal communication on all levels - Ability to systematically trouble shoot complex situations - Familiarity with current computer hardware /software systems - Mechanical/technological aptitude and attention to detail. - Ability to professionally interact with customers - Excellent time management and multi-tasking ability
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