Technician Support - Entry Level - Rapid Progression

Johnson Service Group is looking for a Tech Support Representative to work for our client in the San Diego area.

Responsibilities:

This is an entry level position, working under significant supervision. The candidate will be tasked with cases and new deployment orders that present the least complication and difficulty. This position requires the ability to quickly absorb and use information about product design of an electro-mechanical nature driven by web-based software as well as installed on the device. The candidate will also be required to gain a working understanding of customer inventory control environments.

• Answer incoming calls/emails.
• Resolve all general inquiry calls within a timeframe of 10 minutes.
• Handle inquiries/requests through the Customer Service inbox.
• Create open cases so that customer inquiries and concerns are documented.
• Escalate cases to the next tier of support for resolution assistance.
• Process quotes and customer orders when needed.
• Ensure that all customers are responded to via email and phone in a timely fashion.
• Evaluate, prioritize, and respond to assigned customer requests.
• Connect with the customer for new product deployment:
• Ensure the customer facility is set up to receive products.
• Familiarize the customer with the product and its implementation.
• Provide training to the customer regarding device and software use.
• Gather relevant data from the customer and perform device and website set up.
• Provide final review on the order details to ensure alignment with the customer needs.
• Accurately represent the product to the customer including:
• Gain enough knowledge regarding product use with which to familiarize customers with its use.
• Gain enough knowledge regarding product installation and site training with which to serve as a backup resource for installations and training in the field.
• Serve as a first point of contact for all product-related questions on an order.
• Provide appropriate set up of a product for a customer solution.
• Ensure that the installed product meets the customer’s needs.

Requirements and Experience:

• Minimum of 2 years of years previous experience in a customer oriented technical support role environment.
• Strong interpersonal and customer service skills.
• Possess strong customer service skills and be service minded.
• Professional demeanor to solve routine problems.
• Proficient in the use of MS Office (Excel, Outlook, Word)
• Excellent organizational skills and attention to detail.
• Be self-motivated, willing to learn and grow.