Position Summary: The Technical Support Representative responds to incoming customer inquiries of a technical nature that come in via email and phone and provides prompt troubleshooting assistance on a variety of technical questions and issues related to PSI Power products and applications. This position is responsible for escalating technical product issues per established procedures to internal departments for resolution and will follow-up with the customer to provide a prompt resolution, thus ensuring a superior customer experience.
Essential Functions, Roles and Responsibilities (other duties may be assigned):
· Troubleshoots technical product issues and questions as they come in from email or telephone.
· Works directly with Engineering department to determine the solution for customers.
· Analyzes and escalates customer inquiries that require additional assessment and works with internal departments such as Sales, Shipping, and Engineering towards a satisfactory resolution.
· Ensures follow-up and communication with customers on pending issues and resolution timelines.
· Updates customer/account information in internal systems as needed.
· Navigates business operating system to provide stock status, order status, ETA, tracking numbers, and prices.
· Attends product training to stay informed on new product releases, and technical product information.
Knowledge, Skills, and Abilities:
· Superior customer and client focus.
· Advanced automotive knowledge, and mechanical aptitude.
· Excellent attention to detail and accuracy.
· Clear, concise, and professional verbal and written communications.
· Ability to build trust and relationships.
· Exceptional data entry skills with intolerance for errors.
· Superior critical thinking skills to promptly assess, escalate and resolve issues as needed
· Advanced familiarity with MS Office Suite, and business operating systems; computer literacy required.
Education and/or Experience:
· High School Diploma/GED required
· Associates Degree and 6 months’ minimum experience in a technical support position in an automotive retail environment, or in-bound call center, or relevant combination of education and experience.
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Job Type: Full-time
Pay: $16.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Experience:
- Automotive diagnostics: 1 year (Required)
- Customer support: 3 years (Required)
Ability to Commute:
- Newburgh, IN 47630 (Required)
Work Location: In person
