Hybrid Appliance Support Technician

CEF Solutions Inc.; New Jersey; Hybrid; USD 60,000 - 80,000; Full time

Job summary

CEF Solutions Inc. seeks a Technical Support Specialist to assist customers via phone, email, or chat—diagnosing product issues, guiding troubleshooting steps, and ensuring effective resolution. Hands-on repair experience is essential, though the role does not involve on-site repairs.

The role emphasizes remote diagnostics and collaboration with service experts to refresh repair guidelines, with training on repairing relevant brand product lines and a strong focus on customer satisfaction.

Qualifications

• 5+ years of hands-on home appliance repair experience.
• Certification to repair home appliances required.
• Experience repairing R600 refrigerators strongly preferred.
• Experience in customer service, call center, and related roles preferred.
• Technologically adept at using multiple systems and new tools.

Responsibilities

• Diagnose and troubleshoot product issues remotely, providing step-by-step guidance.
• Guide service technicians on parts and procedures for completing repairs remotely.
• Leverage hands-on repair experience to deliver accurate, practical solutions.
• Coordinate with service experts to refresh repair procedures and guidelines.
• Receive full training for repairing relevant brand's product lines.
• Record interactions, issues, and resolutions in the CRM system.
• Ensure service quality by meeting customer satisfaction and response time standards.

Skills

Troubleshooting

Communication

Time management

Customer service

Education

Appliance repair certification

Tools

CRM software

Ticketing systems

Warranty processes

Job description

CEF Solutions Inc. seeks a Technical Support Specialist to assist customers via phone, email, or chat—diagnosing product issues, guiding troubleshooting steps, and ensuring effective resolution. Hands-on repair experience is essential, though the role does not involve on-site repairs.

The role emphasizes remote diagnostics and collaboration with service experts to refresh repair guidelines, with training on repairing relevant brand product lines and a strong focus on customer satisfaction.