Returns & Support Coordinator — Tier 1 Tech

WAV, Inc.; College Station (TX); On-site; USD 30,000 - 34,000; Full time

Job summary

WAV, LLC is hiring a Returns and Support Coordinator in College Station, TX to manage Tier 1 technical support, RMA processing, and live chat assistance. You will qualify requests, coordinate with engineers and vendors, and ensure clear communication through the complete RMA lifecycle.

The role uses Freshdesk and NetSuite to track tickets, orders, and credits, while documenting procedures and supporting cross-training within the team.

Qualifications

• Associate degree or equivalent in electronics, engineering, or related field.
• Two+ years in customer-facing technical support, ticket management, or RMA processing.
• Experience in distribution industry preferred.
• Strong written and verbal communication skills.
• Proficiency with Freshdesk, NetSuite, and MS Office.

Responsibilities

• Serve as primary contact for Tier 1 support and RMA requests from first contact to resolution.
• Monitor live chat, qualify requests, and escalate as needed.
• Process RMAs and VRAs in NetSuite; coordinate vendor returns and credits.
• Maintain accurate records in Freshdesk and NetSuite; generate reports.
• Draft and maintain SOPs; support cross-training and documentation.

Skills

Wireless tech knowledge

CRM/ticketing systems

Testing equipment

Communication skills

Problem solving

MS Office

NetSuite

Adaptability

Self-motivation

Education

Associate's degree or equivalent in electronics/engineering

Tools

Freshdesk

NetSuite

CRM/ERP platforms

Job description

WAV, LLC is hiring a Returns and Support Coordinator in College Station, TX to manage Tier 1 technical support, RMA processing, and live chat assistance. You will qualify requests, coordinate with engineers and vendors, and ensure clear communication through the complete RMA lifecycle.

The role uses Freshdesk and NetSuite to track tickets, orders, and credits, while documenting procedures and supporting cross-training within the team.