Customer Technical Support I

The Hillman Group; Phoenix (AZ); On-site; USD 42,000 - 54,000; Full time

Job summary

The Hillman Group seeks a Technical Support I to be the front-line resource assisting customers and Hillman’s Field Service Team, ensuring value adherence to company standards.

Responsibilities include issue resolution, documentation in E1/K2, and collaboration with cross-functional teams. Weekend and overtime availability may be required.

Qualifications

• High School Diploma required with 0–2 years’ experience; IT/technical field associate preferred with 0–3 years’ experience.

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 technical manuals and diagrams.
• Ensure detailed documentation of issues in E1 / K2.
• Order replacement parts and systems as needed.
• Maintain and grow knowledge of procedures and product information.
• Participate in departmental teams and provide feedback for improvement.
• Demonstrate strong interpersonal, verbal communication and listening skills.
• Have mechanical/technical aptitude with software databases and remote control.
• Work weekends, holidays and overtime if needed.

Skills

Communication skills

Teamwork

Customer service

Problem solving

MS Office

Education

High School Diploma

Associate degree in IT/technical field

Tools

Oracle

E1

K2

LogMeIn

Job description

Job Summary

The Technical Support I role is the company’s front‑line support, aiding customers and Hillman’s Field Service Team while ensuring that customer value is maintained to the standards set forth by the company.

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.

Safety and Health Expectations

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 years experience (required). Associate in IT or Technical related field and 0-3 years 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

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 affirmative action employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.