Associate Support Specialist LTE

Electronic Theatre Controls; Town of Middleton (WI); In loco; USD 40.000 - 56.000; Tempo pieno

Descrizione del lavoro

Electronic Theatre Controls is seeking a customer support-focused professional to assist users with basic technical inquiries, document interactions, and coordinate repair and RMA processes. The role emphasizes strong communication and teamwork within a live entertainment technology context.

Ideal candidates have an associate degree and 3–5 years in related fields, with a knack for problem solving and a willingness to learn hand tools and measurement devices.

Competenze

• 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.
• Comfortable with Windows computers and Office 365.

Mansioni

• Assist customers via phone, email, and chat under supervision.
• Document and track ongoing cases and communications.
• Escalate complex issues to experienced specialists.
• Coordinate repair activities and process returns and orders.
• Maintain knowledge management systems documentation.
• Relay customer details to repair technicians.
• Assist with RMA paperwork and loaner requests.
• Support special projects as assigned.

Conoscenze

Customer service

Help desk

Theatre tech

Problem solving

Communication

Formazione

Associates degree

Strumenti

Office 365

Windows OS

Hand tools

Descrizione del lavoro

Please select an area of interest, city, state, country or region and click Search to view our current openings.

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.