Job Technical Service Representative

Job Title

Serve customers via telephone call-center to provide product installation and service information. Perform troubleshooting diagnostics on company products and instruct customers on proper functioning by reviewing engineering drawings and dimensions. Work in a fast-paced environment and multi-task using computer software during customer discussions. Collect and analyze data for continuous improvement.

Responsibilities

• Maintain proficiency in product knowledge / troubleshooting and customer instruction
• Verbally respond promptly to incoming customer telephone calls in a telephone queue and emails
• Perform troubleshooting diagnostics on company products via telephone
• Address complaints concerning product performance, referring complaints of service failures to designated departments for investigation
• Accept parts orders by completing telephone and online requests
• Return calls from messages left by customers
• Perform clerical duties that support customer satisfaction
• Utilize problem solving skills and make decisions for Tier 1 Technical Service Representatives on product concerns that cost less than $10,000
• Work in a fast-paced environment and multi-task using computer software during customer discussions

Qualifications

Education and Experience :

Skills and Abilities :

Working Conditions / Physical Demands :