Technical Support Specialist

Role and Responsibilities

The Technical Support agent as passed/and or agreed to pass the MECP within a guaranteed, maximum timeframe. He or She has a minimum of 3 years, outside experience in a Customer Support Role and/or 6 months to 1 year of experience in Boss Audio System’s Customer Support Department. In addition to all aspects of the Customer Support Agent’s role, the Technical Support Agent is also responsible for:

· Responding to customer inquiries on technical issues.

· Resolving and troubleshooting simple or complex issues relating to customers, orders, warranties, shipping, products and model comparisons.

· Providing technical support to team members, colleagues and customers.

· Managing and maintaining all assigned and unassigned tickets.

· Ensuring adherence to all required trainings and certifications.

· Displaying an exceptional ability to assist customers in each area of the operation.

· Monitoring and managing technical issues relating to products.

· Displaying advanced product knowledge and ability.

· Displaying a willingness to assist team members and/or taking the initiative the offer support where needed.

· Provide qualitative services to customers on their technical problems.

· Participate in cross-functional team meetings.

· Analyze cost efficiencies in dealing with technical issues.

· Assist and support administrative staff in their day-to-day tasks.

· Provide qualitative technical services to internal and external customers.

Qualifications and Education Requirements

· Minimum of three years of related work experience (technology or audio industry).

· Minimum MECP Apprentice certification and/or 1 year experience in the Customer Support Department.

· High School Diploma or equivalent

· 6 months experience with Zendesk or similar ticketing system.

· 2 years of customer support experience/Contact center
Preferred Skills
MECP CERTIFIED. COMPUTER SCIENCE COURSES. 4 years of Technical Support experience. 1 years of car audio installation and/or 4 call center experience.
Additional Notes In order to maintain eligibility for this role additional testing and certification will be required.

Job Type: Full-time

Pay: $16.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift

Supplemental Pay:

• Bonus pay

Education:

• High school or equivalent (Preferred)

Experience:

• car audio installation: 1 year (Preferred)
• call center: 2 years (Preferred)

Work Location: One location