Job Description
1st Shift: 8:00am-5:00pm Monday through Friday This is hybrid role that offers two to three days working from home! Pay: $20-25/hour based on experience Overview
We are seeking a skilled Help Desk Technician to provide comprehensive technical support to our customers. The technical support team creates a positive customer experience by assisting in customer retention via technical troubleshooting, product selection, and warranty repair/replacement. This individual will contribute to the call center and ensure that all commitments to customers are met in a timely fashion. This individual will be responsible for technical support for our consumer product lines. Key Responsibilities:
- Drive positive consumer experience through technical support via phone & email Answer product questions including features, benefits, installation, appropriate sizing of products, interaction with other products within the applications, etc.
- Execute call center documentation and processing
- Resolve customer questions, provide remote troubleshooting, responding to emails & voicemails.
- Assist in Development of FAQs and troubleshooting guides
- Review product training presentations
- Organize and document proven processes and procedures
- Assist in reviewing manuals, technical bulletins, and technical marketing artwork to ensure positive customer experience and accuracy.
- Troubleshoot and diagnose using schematics, wiring diagrams, and assorted tools.
- Ensure timely processing and electronic capture of consumer & case information into the system
- Assist consumers through product replacement or repair programs
Education and Experience Requirements:
- 1 year of experience in Marine Electronics, Boating Accessory installations, or RV electrical installations desired
ABYC, NMEA, or MEI certification a plus
- Prior experience in consumer technical support highly recommended
FCC License is a plus
- Experience in a receiving, warehouse, and/or inventory control distribution
Practical experience and knowledge of AC and DC marine and RV electrical (wiring, wiretermination, basic circuit analyze, use of DVM)
- Practical computer application literacy (including Microsoft Office Suite, ERP System, and ability to learn internal systems)
Skill Requirements:
- Proven troubleshooting skills and experience/ability to work through conflict and use effective problem solving techniques.
- Problem solving and analysis; interpersonal relations; verbal and written communications
Proven ability to read and interpret documents such as safety rules, schematics, operation and maintenance manuals in English
- Team player with good organizational skill and time management.
Excellent presentation skills (writing, speaking & telephone)
- Excellent organizational, oral, and written communication skills to effectively communicate with the team and customers
- A positive, can-do attitude Teamwork and collaboration-oriented
- Professional poise and presence Determination and bias for action
- Personal accountability/ownership mentality Good judgment, respect for others, and integrity
- Strong ability to work with different types of people
Job Tags
Work at office, Remote work, Day shift