Remote Phone Support Specialist - Technical Manufacturing

SendCutSend; United States; Remote; USD 36,000 - 41,000; Full time

Benefits offered by this job

Health, Vision & Dental Insurance

401(k) match up to 4%

Paid time off

Tuition Reimbursement

Paid Parental Leave

Short-Term Disability

Monthly Internet Stipend

Employee Discounts

Job summary

SendCutSend is looking for a Customer Phone Support Agent I to serve as the primary contact for customers by phone, guiding them through the order lifecycle with technical and manufacturing expertise. You will resolve routine issues, document interactions, and collaborate with internal teams in a fast-paced, remote environment.

The role emphasizes strong communication, active listening, and problem-solving, with concrete responsibilities from reviewing drawings to escalation when necessary.

Qualifications

• Minimum 1 year of customer service or technical support experience.
• Strong English verbal and written communication skills.
• Comfortable providing live phone support in a fast-paced environment.
• Ability to explain technical information clearly to customers with varying levels of experience.
• Experience learning and applying SendCutSend processes, capabilities, materials, and guidelines.

Responsibilities

• Review customer drawings, specifications, and requirements to ensure alignment with production capabilities.
• Resolve customer issues within established processes and guidelines, escalating when needed.
• Maintain ownership of customer interactions through resolution or escalation and communicate next steps.
• Document customer interactions accurately within internal systems for seamless follow-up.
• Collaborate with Customer Support and internal teams to resolve questions and order issues.
• Develop and maintain working knowledge of SendCutSend capabilities, materials, processes, and guidelines.
• Identify recurring questions or issues and communicate to Phone Support leadership.
• Resolve technical questions and order issues arising during production, escalating as needed.
• Meet established quality, productivity, documentation, and customer service expectations.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Organizational skills

Remote work

Multitasking

Tools

CRM systems

CAD software

Job description

SendCutSend is looking for a Customer Phone Support Agent I to serve as the primary contact for customers by phone, guiding them through the order lifecycle with technical and manufacturing expertise. You will resolve routine issues, document interactions, and collaborate with internal teams in a fast-paced, remote environment.

The role emphasizes strong communication, active listening, and problem-solving, with concrete responsibilities from reviewing drawings to escalation when necessary.