Customer Support Engineer

» Customer Support Engineer
Call Center & Customer Service
in Orlando
, FL
Reference: 19-03762

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