Job Summary
We are looking for a highly motivated Inside Technical Customer Service Representative to be the frontline support for our clients. In this role, you will diagnose technical issues, guide customers through solutions, and ensure an exceptional experience from start to finish. You will act as the bridge between our users and our internal product/engineering teams.
TOP OF THE LINE BENEFITS!!!
- 3 Weeks of Paid Vacation (Starting as early as 3 months)
- 1 Week of Paid Wellness Days (Starting as early as 3 months)
- 13 Paid Holidays (Starting day one)
- Health Insurance (1st of the month following 60 days of employment)Premium paid in full by Lake Lite for individual only!
(Premium for spouse and dependents paid in full by employee if needed)
- Health Savings Account: Lake Lite Contributed $
- Profit Sharing Plan
- Annual Review
- Bonus opportunities!
Duties
- Troubleshoot & Support: Respond to inbound customer inquiries via phone, email, and live chat, diagnosing and resolving technical issues related to our extensive and broad line of products. Manage multiple customer cases simultaneously while maintaining high levels of accuracy and professionalism.
- Customer Education: Guide users through step-by-step instructions and best practices to maximize product utility.
- Escalation: Identify complex issues and route them efficiently to the appropriate Tier 2/3 technical support or engineering teams. Collaborate with engineering and product teams to escalate complex issues and contribute feedback for product improvements.
- Feedback Loop: Proactively share recurring customer pain points and feature requests with the product development team. Maintain detailed documentation of customer interactions, troubleshooting steps, and resolutions in CRM systems.
Experience
- Experience: [1-3] years of proven experience in technical support, helpdesk, or inside sales/customer service with an emphasis on technical support (electrical or mechanical knowledge is a plus).
- Technical Aptitude: Ability to quickly learn and understand our extensive and broad product lines. Excellent analysis skills with the ability to troubleshoot complex issues quickly and effectively.
- Communication: Exceptional written and verbal communication skills with the ability to explain complex technical concepts to non-technical users.
- Problem Solver: Strong critical thinking and a patient, customer-first mindset.
- Education: High School Diploma / Associate’s Degree / Bachelor’s Degree, or equivalent work experience.
Pay: $18.00 - $23.00 per hour
Benefits:
- Health insurance
- Paid time off
Education:
- High school or equivalent (Preferred)
Experience:
- Technical support: 1 year (Preferred)
Ability to Commute:
- Avilla, IN 46710 (Required)
Work Location: In person
