Technical Support Specialist

Description of Job The Technical Service Representative is mainly responsible for handling and resolving all customer and end user inquiries related to pellet stove, wood stove, and other installed heating products. Tasks include diagnoses, identification, and isolation of problems based upon reported comments, and being able to document all findings from every call to the company's call log software. This role will act as a technician for all pellet and wood stove technical requests, as well as other installed heaters. You will be the main point of contact for all end users inquiring about pellet and wood stoves, and other installed heaters. Essential Duties & Responsibilities Deliver world class customer service by responding to users and customers via email, vendor portals, in-bound and outbound phone calls, or through internal web chat function. Recognize quality issues versus user error consistently and accurately on various installed and portable heaters. Provide fast and accurate support to any assigned contact us email requests coming from the company website Respond to inbound phone calls from the 1-800 number, providing technical solutions to all questions and inquiries. Recommend solutions to customer inquiries and issues with pellet and wood stoves and select installed heaters, such as related venting, fuel, hose, fittings, and accessories that complement utilization of all installed heating and camping product lines. Maintain up to date product knowledge by following trends in the industry and applying that knowledge accordingly. Identify and recommend technical based opportunities to enhance EGI's value proposition through product performance and customer service Demonstrate the ability to explain EGI product information in an organized, clear, and concise way. Provide answers to consumers by identifying problems; research answers; guide clients through maintenance and corrective steps. Enter orders and RMA's in SL9/Infor operating system. Process credit card orders through the Magento web-based operating system or by processing on an internal website. Display professionalism when representing the company in the field at customer sites, training events, and trade shows. Log and document all customer, distributor, and field technician inquires in company software to support requirements of the internal quality program. Occasionally assist marketing to create assets including sell sheets and images. Assist with internal web team to provide content, images, and marketing support for any EGI web initiatives Communicate with parts specialist to help advise internal stock, and stock levels of service parts Offseason projects can include taking technical calls for outdoor power equipment, occasional re-work projects at our distribution center, and specialized training classes on all hearth products. Education & Experience Associate's degree or technical training preferred. 1-2 years Customer Service/Technical Service experience required Being bi-lingual in Spanish is a plus Job Knowledge, Skills & Abilities Intermediate to advanced level skills with Microsoft Office products including Word, Outlook and Excel. Ability to take direction and work within a team to complete a large task. Pay $20.00 Schedule & Location Positions are Monday-Fri from 8am-5pm w/OT required. Will also work every other Saturday from 9am-2pm during peak season times. Resumes are required in order to be eligible for consideration. #J-18808-Ljbffr