Tech Support -TSM

Tech - TSM Grapevine, TX

The Technical Support Agent provides phone and email support to customers regarding their electronic repairs.

• Provide customer support via phone and/or email.
• Contact customers and get information regarding perceived issues and troubleshoot same.
• Answer incoming customer calls regarding repair status.
• Responsible for inbound product check-in processes and outbound shipments of repaired products.
• Responsible for initiating customer contact in cases of password lockout and HDD reimaging.
• Package repairs for customer return.
• Will access available system programs to check repair and shipping statuses.
• Other duties as assigned.

• The warehouse always keeps organized and clean.

• Responsible for maintaining a positive work environment while supporting the company culture.

Education and/or Experience

• High school graduate or equivalent.
• Requires intermediate computer skills including Excel.

• Requires general computer product knowledge, patience, and attention to detail.
• Requires active listening and problem-solving and excellent communication skills.
• Be able to use positive language and manage customer expectations.
• Job requires the ability to clearly organize and categorize work priorities to complete work.
• Requires the repeated and coordinated use of your hands, wrists, and fingers to use a computer keyboard, and other small handheld tools.
• Must be goal oriented and accustomed to achieving results through teamwork.

• Must work well with little supervision and show determination to achieve excellent results

Working Conditions

• While performing the duties of this job, the employee is constantly required to sit for long periods and lift objects approximately up to 25lbs.
• Vision abilities required for this job include close vision, peripheral vision, depth perception, and the ability to adjust focus.
• Must be able to tolerate moderate to high noise levels in a warehouse environment.
• Office and outside environmental conditions are found in the warehouse, hot in the summer, cold in the winter.
• Individuals may need to walk for an extensive period while working the facilities; to reach shoulder heights; bend or stoop below the waist; repetitive wrist, hand, or finger movement.