Technical Support Specialist - Service Center Support

Cef; Dallas (TX); Hybrid; USD 55,000 - 75,000; Full time

Job summary

CEF Solutions is seeking a Technical Support Specialist to deliver remote diagnostics and guided repairs for customers via phone, email, or chat. The role relies on hands-on repair experience to provide accurate, practical solutions and to coordinate with service technicians, while logging interactions in the CRM.

This is a hybrid role based in Dallas, TX. Candidates must have 5 years of hands-on home appliance repair, certification to repair appliances, and experience with R600 refrigerators;

Qualifications

• 5 years of hands-on home appliance repair experience.
• Certification to repair home appliances required.
• Experience repairing R600 refrigerators preferred.
• Customer service or call center experience preferred.
• Proficient with CRM and ticketing systems; strong diagnostic skills.

Responsibilities

• Diagnose and troubleshoot product issues remotely with step-by-step guidance.
• Guide service technicians on parts and procedures for remote repairs.
• Leverage hands-on repair experience to deliver practical solutions.
• Coordinate with service experts to refresh repair procedures.
• Record interactions and resolutions in the CRM system.
• Aim to meet customer satisfaction and response-time standards.

Skills

Customer service

Troubleshooting

Communication

Multi-tasking

Education

Appliance repair certification

Tools

CRM systems

Ticketing systems

Job description

About the job

Technical Support Specialist - Service Center Support

About us:

CEF Solutions is a global consulting and outsourcing company founded in the U.S. in 2015. We provide Shared Services, CX/Contact Center, BPO, Workforce Solutions, and Operations Consulting services to global clients.

Headquartered in New Jersey, CEF operates across the U.S., Korea, the Philippines, and the Dominican Republic.

Company website: www.CEF.inc

Job Description:

We are looking for a Technical Support Specialist to deliver customer support on behalf of our service centers. The role focuses on assisting customers via phone, email, or chat---diagnosing product issues, guiding them through troubleshooting steps, and ensuring effective resolution. Although this position does not involve hands-on repair, prior repair experience is essential to provide accurate and reliable support.

Key Responsibilities:

• Diagnose and troubleshoot product issues remotely, providing clear step-by-step guidance.
• Guide service technician on required parts and proper procedure for completing repair remotely.
• Leverage prior hands-on repair experience to deliver accurate and practical solutions.
• Regularly coordinate with service experts to refresh repair procedures and guidelines.
• Receive full training for repairing relevant brand's product lines.
• Record interactions, reported issues, and resolutions in relevant CRM system.
• Ensure service quality by meeting customer satisfaction and response time standards.

Qualifications & Requirements

• 5 years of hand-on home appliance repair experience required.
• Certification to repair home appliances required
• Experience repairing R600 refrigerators strongly preferred.
• Previous experience in customer service, call center, and other related job functions is strongly preferred.
• Technologically adept at using multiple systems and new tools.
• Extremely organized and fully able to multi-task -- will be expected to monitor and support several concurrent support cases daily.
• Strong troubleshooting and diagnostic skills, with the ability to clearly explain technical issues to customers.
• Excellent verbal and written communication skills.
• Knowledge of CRM platforms, ticketing systems, and warranty processes.

Other Qualifications:

• Must be legally authorized to work in the U.S. without restrictions
• Willing to work in a hybrid setup, combining remote and on-site work at the Dallas, TX office