Technical Support Representative

Technical Support Representative

The Technical Support Representative will work with internal and external customers to provide support, resolve issues, and ensure a positive customer experience. This role focuses on troubleshooting, case management, and customer support rather than advanced technical engineering work.

What You'll Do

Primary Responsibilities:

• Appropriately action daily reports and provide status updates in a timely manner
• Keeping meticulous records and technical support logs, follows established company procedures and solves problems over the phone
• Gather and provide examples current trends to share with other stakeholders to identify and implement improvements for manufacturing and education
• Potential to train internal associates as well as stakeholders in external markets
• Interacting with and providing support to stakeholders across the globe
• Handling multiple channels of inquires specific to escalations
• Handling of escalations that require rigorous and meticulous troubleshooting as well as escalated customer complaints
• Troubleshoot complex issues
• Providing expedited support for prioritized cases
• Diagnose or validate errors or technical problems and determine proper solutions
• Provide senior guidance and approval to request field service or create Return Material Authorizations (RMAs) and track RMAs until back in house to confirm proper receipt of the equipment to the appropriate department
• Arranges for repair of equipment as well as sends out loaners (as necessary) if troubleshooting fails
• Tracking onsite equipment repair, including collaboration with the Repair team to ensure there is no unnecessary delay
• Providing Daily/Weekly audits to maintain accuracy in documentation
• Additional duties as assigned by Manager

What You Need To Know

Experience/Skills/Education:

• High school diploma or GED required
• Customer experience focused
• Detail oriented
• Contact center or help desk background
• Excellent oral / written communication
• Ability to work as a team or independently
• Exceptional technical aptitude with proven experience in electronics, including but not limited to electronic wiring, control boards, I/O boards
• Occasionally able to lift to 20lbs

• Works on side projects designed to improve business operations and efficiency
• Basic to Intermediate skills in Excel and Smartsheet applications
• Bilingual (Spanish)

Base Pay: $20.00 - $23.00/hour

Hydrafacial is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, sex, religion, sexual orientation, national origin, gender identity, gender expression, age, disability, genetic information, pregnancy or any other protected characteristic as outlined by color, federal, state or local laws. We are committed to working with and providing accommodation to applicants with physical and mental disabilities.

Hydrafacial does not accept unsolicited assistance or resumes/CVs from third party search firms. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral or CV/resume submitted by a search firm to any employee at our company without a valid written search agreement. If we need additional support, we will be sure to reach out directly to one of our preferred providers. Please no phone calls or emails.