Customer Technical Support I

The-Hillman-Group; Phoenix (AZ); On-site; USD 40,000 - 48,000; Full time

Job summary

The Hillman Group is seeking a Technical Support I to serve as the frontline in customer care and support. You will help preserve customer value by delivering timely resolutions, documenting issues in E1/K2, and coordinating with the Field Service Team.

You will read manuals, interpret diagrams, and escalate where needed. You will also order parts, maintain knowledge of procedures, and participate in teams to improve support processes.

Qualifications

• High school diploma required; 0-2 years of experience.
• Associate degree in IT or technical field preferred; 0-3 years experience.
• Proficiency with MS Office and call-management tools.

Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Track, route, and redirect problems to the next level of support.
• Read and interpret a variety of technical manuals and diagrams.
• Ensure detailed documentation of issues in E1 / K2.
• Order replacement parts and systems as needed.
• Maintain and grow knowledge of department procedures and product information.
• Participate in departmental teams and provide feedback for improvement.
• Exhibit excellent interpersonal, verbal communication and active listening skills.
• Demonstrate mechanical/technical aptitude with software databases and remote control.
• Available to work weekends, holidays and overtime if needed.

Skills

Written and verbal communication

Teamwork and collaboration

Customer service

Problem-solving

Education

High School Diploma

Associate in IT or Technical related field

Tools

Oracle

E1

K2

LogMeIn

Job description

The primary goal of the Technical Support I is to make sure that customer value is maintained to the standards set forth by the company. The Technical Support Representative is the Company’s front line support, aiding customers and Hillman’s Field Service Team.

Essential Job Functions*

• Provide first level contact and convey resolutions to customer issues.
• Track, route, and redirect problems to the next level of support.
• Read and interpret a variety of technical manuals and diagrams.
• Ensure detailed documentation of issues in E1 / K2.
• Order replacement parts and systems as needed.
• Maintain and grow a current knowledge of department operating procedures and technical product information.
• Participate in departmental teams, provide feedback and / or recommendations for improvement.
• Excellent interpersonal, verbal communication and active listening skills with the ability to stay composed and objective.
• Mechanical / technical aptitude – working knowledge of software databases and remote control.
• Available to work weekends, holidays and overtime if needed.

* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• High School Diploma and 0-2 yrs experience (required). Associate in IT or Technical related field and 0-3 yrs experience (preferred).

Competencies – Knowledge, Skills, and Abilities

• Written and verbal communication skills.
• Skills in teamwork and collaboration.
• Internal & External customer service skills.
• Problem-solving skills.
• Practical working knowledge of MS Office applications: ability to learn call management applications (i.e., Oracle, E1, K2, LogMeIn etc.).

Work Environment and Physical Demands

Office: Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required.

Physical Demands

Office: Sedentary.

The Hillman Group is an Equal Employment Opportunity and Affi’? (the text continues as provided)The Hillman Group is an Equal Employment Opportunity and Affi...? [The full paragraph as given originally]