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Job title

Seeking a SuperStar Technical Support Candidate! Pay up to $40K

Company AppleOne
Wage between $0.00 - $0.00 Annually
Location United States, California, Laguna Hills
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 10/27/2009
Description
Seeking a person who can answer technical level calls. Someone with experience handling a larger volume of calls and is comfortable with it. Someone who is technically oriented. Pay up to $40K!
Engineering/tech support background is a must! Tech support/customer service, will be talking mainly with the plumbers, (they are the ones that are installing the products), 95% of the position is on the phone, 5 % is email. Related degree preferred but not required.

This person plans and coordinates activities concerned with conducting the trainings programs, installing equipment, investigating and resolving customer reports of technical problems with equipment, and eliminating future operational or service difficulties. This position is also responsible for the sales and customer service of the Companys products. Work involves contacting and following up with customers on answering questions and solving problem by using the telephone, e-mail, and fax. Work includes answering customers questions, solving problems, entering and maintaining customer data on company databases, and providing sales literature and samples.

TECHNICAL SERVICES
Provides troubleshooting of product over the phone to users at remote sites using product diagnostic equipment; Works with installers including plumbers and consumers to diagnose problems with installation; May check with gas company on gas pressure.
May need to arrange service visits if troubleshooting cannot be completed over the phone.
Provides on-site technical assistance to help troubleshoot and repair equipment as required.
May be required to assist with installation of new or modified equipment at customer's facility to ensure full functionality according to specifications.
Fields questions via phone, fax and email on products.
Coordinates problem resolution to expedite repairs.
Maintains records of performance reports.
Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
Responsible to manage the after service products.

TECHNICAL & PRODUCTS SUPPORT
Develops and conducts training on the safe operations of the equipment and demonstrates skills to trainees, including internal staff, vendors and customers.
Develops service handbooks and bulletins based on field investigations, engineering changes, and overall knowledge of product.
Creates product documentation to assist users.
Develops Installation Manuals, Application Sheet, Specification Sheet, and Technical Training Materials for internal staff, vendors and customers.
CUSTOMER SERVICE
Communicates with customers by phone, e-mail and facsimile for getting information, follow-up, etc.
Prepares and sends brochures and literatures to prospective customers and trade show leads.
Records and reports customer inquiry statistics in company database.
Maintains warranty card database
Keeps updating customer information on databases.
Answer all incoming calls to the customer service queue and overflow calls from technical and sales queue
Conduct customer surveys and report information received
Maintain stock levels of shipping and mailing supplies, including DHL boxes, labels, etc
Process shipments utilizing DHL online program
Maintains procard database/website

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Experience/Skills

 
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