Technical Customer Service Representative Colorado Springs, CO

Overview

Technical Customer Service Representative

Colorado Springs, CO

Full Time/Direct Hire

No. of Vacancies

Responsible For

Job Description

Duties and Responsibilities

Direct communication with customers-receive and log incoming customer cases utilizing call tracking software, order entry
Troubleshoot and provide expert solutions to customers to ensure customer satisfaction as well as minimize impact on customer productivity
Research, resolve, and respond to complex questions
Determine course of action to resolve customer cases and internal/external dispatch and resolution.
Escalate customer cases to appropriate personnel within the Customer Service organization
Demonstrate awareness and the impact of relevant service issues
Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customer and service providers
Participate in projects and events that enhance the quality and efficiency of the Customer Service department as well as the entire organization
Assist to develop, define and communicate technical service policies related to product support
Consistently set the highest standard and example of customer support and professionalism
Assist with review and improvement of Customer Service processes and procedures
Customer communication as directed by management
Initiate consultation with other departments and personnel as required to resolve and close customer cases
Attend product strategy meetings and provide relevant data as necessary
Issue RMA’s for warranty/non-warranty items.
Travel to provide onsite customer service, including troubleshooting, repair, stand-alone testing, and training, as needed.
Proactively contact customers to increase customer satisfaction and resolve their problems
Responsible to increase customer service sales

Additional Requirements

Why is This a Great Opportunity

Benefits include:

Health Care Plan (Medical, Dental and Vision)
401k with company match
Life Insurance (Basic, Voluntary and AD&D)
Paid Time Off
Short Term and Long Term Disability
Training and Development

Job Nature

Full Time

Educational Requirements

Qualifications

QUALIFICATIONS

Minimum of one year of experience in basic electronics
Experience in the use of multimeters measuring AC and DC voltage
Able to read and understand schematics and wiring diagrams
3+ years of Customer Service/Technical Support experience
Microsoft computer skills
Attention to detail and excellent organization skills are a must
Technical/Manufacturing experience preferred
Strong written and verbal communication skills
A well-rounded individual that is a self-starter and has good self-management abilities
Experience with Linux (Debian), and Networks (SNMP, UDP, TCP,SSH,SCP)
Strong analytic methodology and problem-solving skills oriented around Electro-Mechanical System
Technical sales experience is a plus

Experience Requirements

1-5

Job Location

Colorado Springs, CO

Salary

Salary: 45000-50000

Job Level

Sr. Position