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Technical Services Representative

Company: Engage Partners, Inc.
Location: Melville
Posted on: February 25, 2021

Job Description:

Technical Services Representative IOverviewThe Technical Services Representative (TSR) is responsible for supporting products while providing an excellent customer service experience for customers via phone, email, and chat. The TSR will recommend solutions based on the technical nature of the inquiry. This position will also be responsible to provide feedback to assist with improving products and training, identifying possible issues, as well as identifying opportunities that can improve efficiencies that will ultimately improve the customer experience.Responsibilities

  • Responds to all technical inquiries on our product lines via all media channels including phone, email, chat, and web inquiries
  • Troubleshoots and resolves installation problems as described by the customer/caller and escalates where necessary to other functions within the organization
  • Ensures the timely response to all inquiries
  • Helps to specify products, inclusive of answering questions concerning installation or use, according to individual customer needs
  • Support the company's quality program by vetting customer concerns and entering quality concern tickets as needed
  • Collaborates with and provides critical feedback to management about products, training needs, and departmental improvements to help improve efficiencies QualificationsEducation & Experience
    • Associates degree or trade / technical school certificate, preferred
    • 1-2 years customer service and / or product support experience required (electrical industry preferred)
    • Technically savvy with installing mobile apps (Android and Apple devices)
    • Salesforce Service Cloud experience is a plus
    • Talkdesk experience is a plusSkills & Abilities
      • Excellent oral and written communication and interpersonal skills
      • Excellent technical problem solving skills
      • Experience with residential lighting, automation, control, audio / video, telecommunications and / or data communications highly preferred
      • Sense of ownership, sound judgment in analyzing and recommending solutions
      • Creative, innovative, resourceful and able to think independently
      • Ability to use internet as a resource
      • Analytical ability
      • Fluent in Spanish a plus - provided by Dice

Keywords: Engage Partners, Inc., New Haven , Technical Services Representative, IT / Software / Systems , Melville, Connecticut

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