Associate Support Specialist LTE

Electronic Theatre Controls; Midwest (WY); On-site; USD 40,000 - 60,000; Full time

Job summary

Electronic Theatre Controls seeks a customer support professional to handle inquiries via phone, email and chat, while maintaining professional communication and service records.

You will assist with part replacements, order requests, and knowledge management, and coordinate repairs under supervision. Evening/weekend availability may be required.

Qualifications

• Associates degree or equivalent level of education.
• 3-5 years of job-related experience.
• Some prior experience in customer service, help desk, theatre, or related fields is helpful but not required.
• Demonstrated interest in technology, electronics, or live entertainment systems a plus.
• Basic familiarity with technical theatre, electronics, or related fields preferred.
• Strong interest in developing problem-solving and customer service skills.
• Comfortable with Windows computers and Office 365.
• Willingness to learn the use of hand tools, power tools, and electronic measuring devices.
• Ability to work professionally with customers and teammates.
• Availability to work occasional evenings and weekends as needed.

Responsibilities

• Responds to basic technical inquiries via phone, email, and chat with supervision.
• Logs customer interactions and updates service records accurately.
• Escalates technical issues beyond basic troubleshooting to specialists.
• Assists with processing part replacements and order requests.
• Supports repair coordination and RMAs under supervision.
• Maintains knowledge management system accuracy.
• Works with repair technicians by relaying customer details and issue descriptions.
• Other duties as assigned.
• Special projects and requests are requested in a timely and positive fashion.

Skills

Customer service

Help desk

Technical theatre

Electronics

Problem solving

Windows & Office 365

Hand tools

Education

Associates degree or equivalent

Tools

Office 365

Windows

Electronic measuring devices

Job description

Representative Responsibilities:

• Customer Support
• Responds to basic technical inquiries via phone, email, and chat with supervision and guidance.
• Helps track ongoing cases, follows up with customers on status updates, and ensures communication is timely and professional.
• Escalates technical issues beyond basic troubleshooting to experienced specialists.
• Ensures interactions are courteous and professional, aiming for customer satisfaction.
• Support Process and Documentation
• Accurately logs customer interactions and updates service records.
• Assists with processing part replacements and order requests.
• Helps maintain the accuracy of knowledge management systems (KMS).
• Repair Coordination
• Supports the coordination of customer repair activities under supervision.
• Prepares RMA paperwork and tracks basic repair or loaner requests.
• Works with repair technicians by relaying customer details and issue descriptions.
• Other duties as assigned
• Special projects and requests are requested in a timely and positive fashion

Minimum Qualifications:

• Associates degree or equivalent level of education
• 3-5 years of job-related experience
• Some prior experience in customer service, help desk, theatre, or related fields is helpful but not required.
• Demonstrated interest in technology, electronics, or live entertainment systems a plus.
• Basic familiarity with technical theatre, electronics, or related fields preferred.
• Strong interest in developing problem-solving and customer service skills.
• Comfortable with Windows computers and Office 365.
• Willingness to learn the use of hand tools, power tools, and electronic measuring devices.
• Ability to work professionally with customers and teammates.
• Availability to work occasional evenings and weekends as needed.