Technical Support Specialist

ALEKO (www.aleko.com) is a family-owned e-commerce company based in Kent, WA, specializing in residential outdoor furniture and equipment. Since our foundation in 2005, we have grown our Kent operation significantly and become a pillar of the local retail community. We opened a Jacksonville, FL warehouse in 2019, and we have expanded our presence across a range of online sales channels. Our growth will continue!

To achieve this success, we have assembled a great team of employees. From forklift drivers to customer service agents, our people are focused on delivering a positive customer experience. At the same time, we are committed to treating our employees well. We have a respectful, light-hearted work, fast-paced environment, competitive wages, insurance and 401(k) benefits, several other perks, and promotion opportunities for top performers.

We are looking for a Technical Support Specialist to join our Jacksonville team. This role provides first-tier support for customers with highly technical product questions concerning specifications and installation, primarily via phone and e-mail. The Technical Specialist supports customer from all Company channels as a shared resource.

The Technical Support Specialist will:

· Respond to escalated technical support tickets; perform research as necessary; aim to resolve most of them successfully.

· Meet or exceed customer approval rating targets and other KPIs.

· Complete assigned online learning objectives satisfactorily.

· Review individual KPIs weekly with the lead.

· Learn about ALEKO's products to attain a moderate level of knowledge, especially for products in highest demand.

Qualifications

· At least 2 years of previous customer service or technical support experience.

· Comfort in a call center or in a remote communications and support environment.

· CRM knowledge and Excel skills are required.

· Strong verbal and written communication skills.

· Excellent follow-through on customer service issues.

· Good proficiency with MS Word, Excel, and Outlook.

· Willingness to learn about ALEKO products and systems quickly and to communicate this knowledge to customers clearly and respectfully.

· Working knowledge of basic mechanics and willingness to disassemble and analyze products.

· Ability to interpret product design schematics and photographs and diagnose reported problems.

· Bilingual language skills are a plus.

· Ability to work on multiple tasks and projects simultaneously.

· A positive, enthusiastic, and diplomatic attitude.

· A consistently professional decorum

Physical Requirements

The employee will likely be required to sit at a desk and look at computer monitors for much of the day. Occasional lifting of up to 50 pounds may also be required.

Promotion Criteria

The next position in the Customer Service career pathway is Technical Lead. Promotion requires satisfaction of most of the qualifications of that role, plus at least six months of exceptional work experience at ALEKO.

Job duties listed are not intended to encompass full scope of position. The employee will be expected to perform other job-related duties as required. The Company reserves the right to add to or revise an employee’s position scope at any time.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Jacksonville, FL 32206: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical support: 2 years (Required)

Work Location: One location