Technical Support Associate - Internal Customer Support

Internal Customer Support – Technical Support Associate

Summary Description

Responsible for providing high-level product-specific technical information and support to customers. Advises and recommends solutions to customers while presenting additional products and services as warranted.

Hours: Monday-Friday, 10am to 7pm EST - onsite in Ladson, SC

Main Responsibilities

• Provides technical support and troubleshooting for product lines through e-mail and phone to internal and/or external customers
• Interacts directly with clients/customers to resolve technical issues in a timely manner; uses knowledge and expertise to discern appropriate solutions
• Assists customers in implementing products and advises on their proper use
• Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers; records these resolutions for general use
• Tracks open customer issues and communicates the status to customers
• Order/determine replacement parts needed

Competencies & Skills

• Applies excellent judgment skills to properly evaluate situations and immediately provide effective solutions
• Effectively communicates information and responds to questions with vendors, internal and external customers, and other employees of the organization
• Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals
• Writes routine reports and correspondence
• Deals with problems involving several known variables in situations of complex nature
• Uses noncomplex and complex machines and equipment
• Proficient in relevant computer applications and ability to maneuver multiple systems at a time
• Ability to handle stressful situations appropriately

Education & Experience

• High school diploma or equivalent required
• Associate degree in electrical engineering, mechanical engineering, or a related field preferred
• Three to five years of experience in technical, product-focused customer service practices and principles
• Working knowledge of water pumps, HVAC systems or plumbing highly preferred

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• Weekdays

Ability to Relocate:

• Ladson, SC 29456: Relocate before starting work (Required)

Work Location: In person