Technical Support Representative

Technical Support Representative

Our client, in South Burlington VT is seeking technical support representatives to join their team. As a technical support representative you will be assisting customers with product issues, upsell warranties and extensions, collect data for improvement and deliver exceptional customer service. You are trained for the position.

Job Title: Technical Support Representative

Location: South Burlington VT

Pay Range: Discussed at interview as there are several bonus incentives, commission as well as paid hourly rate.

What's the Job?

JOB SUMMARY: The Technical Specialist I is an inbound and outbound contact center representative who is tasked with the specific responsibility to support customers in the field with technical questions and troubleshooting issues.

BASIC QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Three to six months customer service or mechanical experience and/or training; High School Diploma / GED or equivalent combination of education and experience. Ability to do sales, upselling, returns, warrantee, and credits. Basic computer skills and the ability to learn new software. Ability and desire to learn all mechanical aspects of equipment. Ability to regularly assemble/disassemble products and explain the process on the phone with customer. Regular and prompt attendance is required in this position. Must be able to fulfill scheduling needs of the call center. This includes but not limited to regular evening and weekend shifts. Overtime may be mandatory or optional. Ability to speak clearly with good vocabulary to customers, other employees, service shops, and engine manufacturers' representatives. Written skills as needed to operate MACS (service tracks, order comments, and order entry) needed. Other written skills minimal (message taking, completion of existing forms, invoice requests, correspondence, and lost machine form). This position is regularly exposed to credit card information, cost of goods, size of mailings, specific sales information, inventory levels, back orders, access to data base, and customer personal information. This position uses design changes in course of daily activities. Other above information is used as an awareness tool of problems that they may be dealing with. Ability to logically evaluate problems and formulate step by step solution or actions. Must be able to communicate clearly, professionally and in a friendly welcoming manner.