Technical Support & Customer Experience Specialist

Nightforce Optics; Meridian (ID); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

100% paid benefits for employee

4-day work week

Paid Time Off 60 hours first year

401k matching

Employee discount on optics

Pride in our product

Job summary

Nightforce Optics in Meridian, ID seeks a Customer Experience Specialist to troubleshoot and resolve issues across Nightforce and Horus products. You will document cases, provide accurate information, and support product recommendations while coordinating with Sales, Shipping, and R&D.

This role requires an associate degree or equivalent, 2 years of experience in customer support, strong communication, weekend availability, and proficiency with Office or Google Suite.

Qualifications

• Associate degree in communication, sales, or business or equivalent experience.
• At least 2 years in a fast-paced customer support role.
• Excellent interpersonal and phone skills for dealers, consumers, and internal teams.
• Willingness to work weekends, travel to Nightforce events if needed.
• Ability to communicate clearly over phone, chat, email, and video.
• Active listening with proper phone etiquette.
• Strong prioritization and high attention to detail.
• Experience with Microsoft Office or Google Suite.
• Knowledge of ERP systems.
• Strong problem-solving and troubleshooting abilities.

Responsibilities

• Manage and document technical support issues, and interact with internal partners via phone, email, and live chat to ensure the functionality of Nightforce Optics and Horus products.
• Attract potential consumers by answering product and service questions and suggesting additional information about our products.
• Open customer accounts by recording accurate information
• Troubleshoot complex client issues through problem isolation, research, reviewing work instructions, and consultation with other team members.
• Create repeatable processes, automations, FAQ’s, SOPs, WIs, and documents for customer support.
• Demonstrate good judgement in selecting methods and techniques for obtaining information and solutions.
• Maintain accurate records of all customer interactions in Oracle.
• Provide customer service to internal and external customers to ensure consistent experience
• Proactively seek out product knowledge through resources and training.
• Works independently yet collaborates with a team; show initiative in tasks.
• Process and manage retail orders and assist with returns and credits.
• Provide reporting and backorder information to dealers as needed.
• Attend trade shows and company events as needed.

Skills

Associate degree or equivalent

2 years customer support experience

Excellent interpersonal & phone skills

Weekend availability

Clear communication (verbal & written)

Active listening

Prioritization & attention to detail

Microsoft Office or Google Suite

ERP systems knowledge

Problem solving & troubleshooting

Education

Associate degree in communication, sales, or business

Tools

ERP systems

Oracle

Job description

Nightforce Optics in Meridian, ID seeks a Customer Experience Specialist to troubleshoot and resolve issues across Nightforce and Horus products. You will document cases, provide accurate information, and support product recommendations while coordinating with Sales, Shipping, and R&D.

This role requires an associate degree or equivalent, 2 years of experience in customer support, strong communication, weekend availability, and proficiency with Office or Google Suite.