Tech - TSM Mid-Shift

Employee Magnets, Inc.; Grapevine (TX); On-site; USD 38,000 - 52,000; Full time

Job summary

Employee Magnets, Inc. seeks a Tech - TSM Mid-Shift to provide phone and email support to customers regarding repairs. You will handle inquiries, gather issue details, and update repair status in our systems.

You should be comfortable with Excel, be patient, and deliver clear, positive communication to manage customer expectations. This role emphasizes teamwork, attention to detail, and a proactive approach in a warehouse/support environment.

Qualifications

• Requires product knowledge, patience, and attention to detail.
• Requires active listening and problem solving skills.
• Be able to use positive language and manage customer expectations.
• Ability to organize and prioritize work effectively.
• Excellent communication skills.

Responsibilities

• Provide customer support via phone and/or email.
• Contact customers and get information regarding perceived issues and troubleshoot same.
• Answer incoming customer calls regarding repair status.
• Package repairs for customer return.
• Will access available system programs to check repair and shipping statuses.
• Other duties as assigned.

Skills

Customer service

Active listening

Problem solving

Communication skills

Attention to detail

Organization

Education

High school diploma or equivalent

Tools

Excel

Job description

Tech - TSM Mid-Shift

Description

Summary

The Rescue TSM Agent provides phone and email support to customers regarding repairs.

Essential Duties and Responsibilities include the following. Other Duties not listed may be assigned.

Daily Responsibilities

• Provide customer support via phone and/or email.

• Contact customers and get information regarding perceived issues and troubleshoot same.

• Answer incoming customer calls regarding repair status.

• Responsible for inbound product check-in processes and outbound shipments of repaired products.

• Responsible for initiating customer contact in cases of password lockout and HDD reimage.

• Package repairs for customer return.

• Will access available system programs to check repair and shipping statuses.

• Other duties as assigned.

Warehouse Efficiencies

• Builds and maintains a work environment that is positive and is supported by open feedback and two-way communications at all levels.

• Keeps the warehouse organized and clean at all times.

Team Building/Leadership

• Responsible for maintaining a positive work environment while supporting the company's culture.

• Responsible for fostering a healthy and safe work environment, focusing on the well-being of all associates.

Qualifications

Education and/or Experience

• High school graduate or equivalent.

• Requires intermediate Excel computer skills.

Essential Skills:

• Requires product knowledge, patience, and attention to detail.

• Requires active listening and problem solving skills.

• Be able to use positive language and manage customer expectations.

• Job requires the ability to clearly organize and categorize work priorities to complete work.

• Requires excellent communication skills.

• Requires the repeated and coordinated use of your hands, wrists, and fingers to use a computer keyboard, and other small handheld tools.

• Requires hands-on, ambition, and drive to succeed - Makes things happen.

• Must be goal oriented and accustomed to achieving results through teamwork.

Competencies:

• Shows determination to achieve excellent results

• Finds better ways

• Demands top performance

• Inspires commitment

Working Conditions

While performing the duties of this job, the employee is constantly required to sit for long periods. Employee must be able to lift objects approximately up to 25lbs. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus. Must be able to tolerate moderate to high noise levels in a warehouse environment. Office and outside environmental conditions found in the warehouse, hot in the summer, cold in the winter. Individuals may need to walk for an extensive period of time while working and walking the facilities; to reach over shoulder heights; bend or stoop below the waist; repetitive wrist, hand, or finger movement.