Tier 1 Tech Support & RMA Coordinator

Wav,-LLC; College Station (TX); On-site; USD 30,000 - 34,000; Full time

Job summary

WAV, LLC in College Station, TX seeks a Returns and Support Coordinator to handle Tier 1 technical support, RMA and VRA transactions using Freshdesk and NetSuite. You will coordinate with engineers, vendors, and sales to resolve issues and maintain documentation throughout the RMA lifecycle.

The role requires an associate’s degree (or equivalent) and at least two years’ experience in customer-facing technical support, ticket management, or RMA processing.

Qualifications

• Associate’s degree or equivalent required; 2+ years in customer-facing technical support, ticket management, RMA processing, quality control, service coordination, or process documentation preferred.
• Strong written and verbal communication skills; ability to manage multiple requests and document processes clearly.
• Experience with CRM or ticketing systems to track returns and customer interactions.

Responsibilities

• Serve as the primary contact for Tier 1 technical support and RMA requests from first contact through resolution.
• Monitor live chat and ticketing system, resolve inquiries or escalate as needed.
• Process RMA and VRA transactions in NetSuite, issue RMA numbers, and coordinate vendor returns.
• Maintain accurate RMA records and support documentation; generate summaries and reports.
• Provide backup coverage and assist with quarterly inventory reconciliation.

Skills

Ticket management

RMA processing

Customer service

Documentation

Quality control

CRM software

Education

Associate’s degree or equivalent

Tools

Freshdesk

NetSuite

Excel

Job description

WAV, LLC in College Station, TX seeks a Returns and Support Coordinator to handle Tier 1 technical support, RMA and VRA transactions using Freshdesk and NetSuite. You will coordinate with engineers, vendors, and sales to resolve issues and maintain documentation throughout the RMA lifecycle.

The role requires an associate’s degree (or equivalent) and at least two years’ experience in customer-facing technical support, ticket management, or RMA processing.