Vacancy caducado!
- High school or equivalent (Required)
- Call center: 2 years (Preferred)
- Software troubleshooting: 2 years (Preferred)
- Customer support: 2 years (Required)
- Technical support: 2 years (Required)
- Handle all in-bound customer support interactions (phone calls, email, web requests)
- Appropriately escalate technical support issues within the technical support team, and provide any data or support in order to facilitate a quick resolution to the customer's issues
- Maintain ongoing follow-up outreach and communication loop with customers to keep them informed of expected steps, timelines, status updates, and problem resolutions
- Document case notes, troubleshooting details, action plans, and resolutions for all support interactions in the company CRM service case system (Salesforce)
- Use the company Return Authorization process to facilitate warranty product replacements
- Maintain clear and accurate records of all customer interactions
- Maintain a professional manner at all times
- Technical Customer Support Specialists must be able to communicate clearly and effectively with personnel, distribution and other channel partners, and customers
- Other duties as assigned or directed by the company
- A proven track record in technical support, call center, and/or customer service position is required
- High School Diploma or equivalent
- A minimum of two years of technical customer support experience is strongly preferred
- Hardware and software technical troubleshooting background is highly desired
- Experience in irrigation principles and systems is preferred
- Experience with electrical and/or mechanical systems is preferred
- Experience with IoT, networks, and cellular communications is preferred
- Fluent in English and Spanish preferred
- Excellent written and verbal communication skills are required
- Proficient with Outlook, Microsoft Word, Microsoft Excel, and/or other basic computer-based communication tools
- Practical problem solving, critical thinking, and troubleshooting skills
- Well-honed listening skills and ability to identify root cause problem statements
- An ability to diffuse high-pressure situations through effective communication and empathy
- A hunger to learn and the ability to flourish in a dynamic, high-growth entrepreneurial environment
- Self-starter with a hands-on approach to training and a desire for continued learning
- Positive attitude and ability to work well as part of a collaborative team
- Ability to quickly learn irrigation, electrical, and networking technology-related concepts and effectively apply the concepts to troubleshoot and help educate others
- Attention to detail and the ability to assess and prioritize multiple tasks efficiently