Customer Support Technician.

JOB TITLE: Customer Support Technician

 

DEPARTMENT: Customer Support

 

FSLA STATUS: Full-Time  

 

REPORTS TO:SR. Director of CS

 

Position Summary

A high tech startup in the satellite tracking arena seeks a Customer Care Technician to support the company goals of world class customer service.  The Customer Care Technician is a highly visible position reporting to the Senior Director of Customer Support. The Technician will act as a customer liaison to all SkyBitz resources for all customer care related issues. The Customer Care Technician will be the key interface between the customer and the rest of the company. The Technician will ensure customer satisfaction throughout the entire customer lifecycle and develop procedures and documentation to effectively utilize internal resources.

 Essential Duties and ResponsibilitiesFirst call resolution of all customer related issues.Document all customer related issues using the trouble ticket tracking system.Resolve all technical issues for the customers.Perform system updates and provisioning for the customersIssue RMA and manage the RMA process for the customers.Provide system wide information as requested by sales or the customers.Other functions as deemed necessary by the manager.

 

Minimum Qualifications Must have a Bachelor's degree in engineering discipline or equivalent experience. Must have a minimum of three to five years experience working in the high technology and/or trucking industry with at least three years of experience in a 2nd or 3rd line customer support role.Must be able to manage multiple tasks simultaneously with strong leadership skills.Must have excellent communication skills along with superior technical and business writing skills.

 

Job Knowledge, Skills and AbilitiesMust have knowledge of Satellite tracking systems and/or high technology.Extensive knowledge of Microsoft Software applications (Word, Excel, PowerPoint, IE)Must have knowledge of CRM applications, preferably Salesforce.Able to multi-task.Customer oriented.

 

Education and ExperienceMust have a Bachelor's degree in engineering discipline or equivalent experience. Must have a minimum of three to five years experience working in the high technology and/or trucking industry with at least three years of experience in a 2nd or 3rd line customer support role.

 

Physical DemandsAbility to work in a fast pace, fast growing organization and be highly adaptable to change.Must be detailed oriented and be willing to work long hours.

 

TravelThe ability to travel up to twenty (20) percent is required.

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