Product Technical Support Representative

Valcom Inc; Roanoke (VA); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading company in voice paging and intercom systems is seeking a Product Technical Support Representative. This entry-level role involves assisting customers with technical challenges related to voice and data systems. The ideal candidate will provide expert guidance and support through various communication channels, ensuring optimal system performance for businesses.

Qualifications

• At least one year of experience in a customer service environment.
• Experience with VoIP, analog, audio systems, and IP network systems.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat.
• Troubleshoot and resolve technical issues with voice and data systems.
• Document troubleshooting steps and interactions in the support database.

Skills

Customer Service

Problem Solving

Communication

Education

High School Diploma or GED

Degree in Electronics

Tools

VoIP

Analog Systems

IP Network Systems

Job description

Product Technical Support Representative

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Overview

Valcom Inc is a leader in voice paging, intercom, and emergency notification systems, with a focus on innovation and customer support. We are seeking a Product Technical Support Representative to assist customers with technical challenges related to our analog and IP-based voice and data systems. This role involves providing expert guidance via phone, email, and chat to help businesses optimize their communication systems.

Responsibilities

1. Respond promptly to customer inquiries via phone, email, or chat, providing guidance on analog and IP products.
2. Assist customers with system layout, design, and configuration tailored to their needs.
3. Troubleshoot and resolve technical issues with voice and data systems to minimize downtime.
4. Escalate complex issues to higher support levels following protocols.
5. Explain product features, installation, and system compatibility to customers.
6. Support product setup and configuration with step-by-step guidance.
7. Document troubleshooting steps and interactions in the support database.
8. Provide feedback on recurring issues to the product development team.

Work Environment and Physical Demands

This on-site position involves working in a professional office environment, using standard office equipment, and requires effective communication, problem-solving, and fine motor skills.

Minimum Qualifications

• High school diploma or GED.
• At least one year of experience in a customer service environment.
• Experience with VoIP, analog, audio systems, and IP network systems.

Preferred Qualifications

• Degree in electronics or related field.
• Experience in technical service roles as a customer service representative.

Additional Details

This is a full-time, on-site role with standard hours (Monday to Friday, 8:30 am to 5:30 pm), with occasional schedule adjustments to meet business needs. The position is entry-level, within the Information Technology and Telecommunications industries, located in Roanoke, VA.