Job Description
Launch Tech USA is looking for team members to work in our Product Support Call Center. Representatives in our call center serve as liaisons between our company and its current and potential customers. The successful candidate will display outstanding customer service skills, specifically in an inbound call center environment. Other required attributes include the ability to learn about our products, diagnose user inquiries and troubleshoot technical issues.
Please read our history and the job requirements and submit your resume to join our growing company.
Who we are and what we do:
Founded in 2003, Launch Tech USA, headquartered in Ontario California, has become a serious competitor in the US Automotive aftermarket OE level scan tools and code readers. Our products are developed and manufactured by Launch Tech Co., Ltd. ("Launch China"), a public company headquartered in China.
For more info: www.launchtechusa.com
The Position:
We're looking for motivated and detail-oriented Product Support Representatives to join our high-energy call center team. You’ll be the first point of contact for our customers—primarily automotive technicians—providing exceptional support via inbound phone calls and emails. Your role will be critical in ensuring our customers get the most out of their Launch products.. Our customers are typically automotive technicians with a varying degree of computer skills. Duties would include walking customers through the registration process, setting up and tracking Repairs and returns, downloading software upgrades, and the update process for Launch products. Basic PC (Windows) and mobile device (Android, iOS) functions are essential, such as opening new folders, touch screen functionality, driver installs, network connections, and APK downloads.
Responsibilities
- Answer In-Bound calls in a timely manner, providing positive and outstanding customer service.
- Properly diagnose and assist customers with specific vehicle and diagnostics issues or questions.
- Become familiar with our line of diagnostic scan tools to assist customers via phone and email.
- Identify customers’ needs, clarify information, research every issue and provide a solution and/or alternatives
- Guide customers through product downloads and software updates.
- Advise customers of essential functions and capabilities of our scan tools.
- Troubleshoot and provide support for Windows, Apple, iOS and Android operating systems as they
- Properly document all calls in our call center database in a comprehensible way
- Setting up/Processing RMA/RGA.
- Meet personal/team qualitative and quantitative targets
- Maintain a clean and professional working environment.
Requirements
- Minimum 1 year previous experience in a Customer Service environment.
- Call center experience preferred.
- Strong, hands-on experience with PC’s and mobile devices is a plus.
- Strong phone and verbal communication skills along with active listening.
- Punctual and process-oriented.
- Ability to work well under pressure.
- Customer focus and adaptability to different personality types.
- Ability to multitask, set priorities and manage time effectively.
- Previous experience with automotive repair and use of diagnostics tools/software is a plus.
- High school degree
- Bi-Lingual Spanish speaking a plus
Salary:
D.O.E
Job Type: Full-time
Required experience:
- Customer Service environment: 1 year
Required education:
- High school or equivalent
Job Type: Full-time
Pay: From $18.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Customer service: 1 year (Required)
- Call center: 2 years (Required)
Language:
Work Location: In person
