We are in search of a Customer Support Engineer to answer customer calls and troubleshoot over the phone.
Requirements:
- Experience on call centers with high volumes of calls (30-40 calls a day)
- Ability to talk step-by-step instructions over the phone to troubleshoot equipment
- Basic soldering experience required
- Ability to follow instructions and scripts to help customer to troubleshoot over phone
- Ability to work in a fast pace environment
- Organization and time management is key
- High sense of work ethic
- Available to work Monday-Friday 8:30 A.M. to 5:00 P.M., 40 hour per week (non-negotiable)
- This position is not “based at home”
- Must have reliable transportation
- Immediate availability
- Training will be provided
Main Purpose and Job Description:
- Support the US Technical team in providing “Repair & Return” and “Box Swap” services to end user customers
- Support the US Technical team in providing site-based configuration/software services including the provision of software upgrades
- Provide a US Customer Support Help Desk service involving telephone calls and e-mails from customers
- Liaise with dealers and end user customers in the US on resolution of technical issues
- Ensure the functionality and correct configuration of all machines being shipped from Orlando
- Conduct technical investigations, checks and data gathering as directed by Technical and Quality Management
- Carry out screening of returned devices to confirm fault diagnosis and analysis
- Repair broken CBW devices as required
- Ensure final testing of CBW devices prior to despatch from Orlando
- Provide timely and accurate products as required
- Contribute to technical projects as required
- Support on other areas such as warehouse may be required