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Technical Customer Service Representative

Department: Customer Service
Shift: Day Shift
Location: Rio Rancho, NM 87124
Headquarters/Manufacturing
581 Laser Road
Job Type: Full Time
Education: High School
Duration: Permanent
Travel: None

Technical Customer Service Representative

Under general supervision performs a wide variety of tasks including providing verbal and written technical communication to assist our clients with troubleshooting and product-related questions. Also works with Marketing/Sales and Engineering to evaluate products before release.

Primary Duties

  • Exemplary attendance, consideration of department coverage
  • Detail oriented with strong organizational skills to manage multiple projects
  • Knowledge of products and parts, using available resources to gain information
  • Assist customers with product operation and troubleshooting
  • Contacting customers with repair estimates and quotations for excessive damage
  • Contact customers and assist technicians to identify issues with “no trouble found” repair orders
  • Acts as liaison between customers and bench technicians to aid in the techs’ understanding of the customer’s reported issues.
  • Research technical matters per customer requests
  • Compose correspondence in response to customer requests
  • Relay recurring product issues to department manager

Secondary Duties

  • Generating repair orders and parts orders
  • Receipt and processing customer service inquires via telephone, mail, fax, email and in person
  • Assist other departments with product-related projects including beta testing and listening evaluations
  • Creating annotated product photos
  • Provide onsite local customer support
  • Assist with other departmental tasks as needed

Education and Experience

Must have a strong understanding of audio and radio frequency principles. Experienced in setup and operation of audio and radio communications equipment including wireless microphone and IEM systems. Possess troubleshooting skills and be able to clearly communicate technical information, both verbal and written. Must have the ability to utilize existing knowledge base or resources to obtain operational knowledge of the company’s products. A keen sense of diplomacy and customer service sensitivity is expected. Previous clerical experience including typing and basic computer operation of at least two years. Operational knowledge of Microsoft Word, Excel, Outlook, and basic network operation.


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