Unitec Elkridge, MD 21075, USA
Oct 18, 2018Full time
Technical Support Representative with Unitec $15.00 - $20.00 an hour Unitec is a part of DRB Systems, a business solutions company that provides technology and marketing support to enhance the consumer’s experience and the operational efficiency of a car wash. We are looking for we are looking for a skilled, friendly and responsive Technical Support Representative to join our growing company. The Technical Support Representative will be responsible for responding to remote customer inquiries received through the Technical Support Call Center. This individual will assist customers regarding product features and/or functions by troubleshooting POS hardware and software issues. Customer inquiries will range from basic set-up questions to in depth problems at the modular level. The Technical Support Representative will be evaluated on skillset and job category (Level 1 – 3) and may be assigned to handle specific customer accounts or products based on these evaluations. What will our (job title) do? All Technical Support Representatives Troubleshoot, sometimes complex, issues including the configuration and installation of new equipment at car wash sites and problem resolution of existing equipment. Respond to remote customer inquiries regarding product features and/or functions through Technical Support Call Center. Provide courteous and timely assistance to customers relevant to service questions or issues; maintain positive working relationships with customers and internal staff in order to effectively develop resolutions. Thoroughly and accurately capture customer issues in tracking system, following up on open issues and closing resolved issues according to established metrics as possible. Provide on-site training to customers on equipment and software when required. Assist in developing training or policy changes to address technical support problem areas. Attend training in order to maintain working knowledge of current, enhanced, and new company products. Must be available to work occasional evenings and weekends. Level 1: Participates in new hire training program with the goal of achieving skills needed to perform essential functions of the TSR position. Learn programming of Wash Select II and Sierra Software. Must demonstrate ability to learn quickly and apply basic software product knowledge and policies/procedures in both a training and live customer support environment. Level 2: Must complete the initial TSR & Wash Select II training program and demonstrate knowledge of the skills necessary to handle inbound/outbound calls on their own. Learn how to troubleshoot hardware failures of Wash Select II. Must have passed the WSII assessment and use appropriate judgment in customer interactions. Company and department policies are understood and applied with little direction from supervisors. Level 3: Must complete training on advanced Sierra based products and gates. Learn how to troubleshoot hardware failures on Sierra based products. Must demonstrate master level knowledge of advanced products and must pass assessment tests to be certified as Level 3. Must demonstrate willingness to assist others on the TSR team and is able to work productively in an independent environment. Participate in resolution of escalated customer issues from level 1 & 2. Non-Essential Responsibilities: Assist with equipment repairs on returned products. Ensuring return shipment of repaired units/components Provide support of Engineering department in development of new products Responsible for working with the sales team in keeping them informed of field issues. The right candidate will have: High school diploma or equivalence certifications. Associates degree in Electronics or equipment certification in related field a plus. Experience working with computer hardware and software. Customer service experienced preferred. Proficient in Microsoft operating systems. Advanced knowledge of computer hardware including network setups. Strong communication and customer service experience. Aptitude for learning new software programs. Skilled in troubleshooting using analytical thinking. Detailed oriented. This is a full-time role located at our Elkridge, MD office. A Career with a High Rate of Return: We will invest in your professional development and create an environment where you will continually grow and be challenged to develop your career. We have flexible schedules and provide a comfortable atmosphere. We offer a competitive compensation and a wide range of benefits, including: Paid Leave Health, Dental, and Vision Insurance HSA and FSA accounts 401(k) with company match Life and Disability insurance Minimum experience or requirements: The right candidate will have: High school diploma or equivalence certifications. Associates degree in Electronics or equipment certification in related field a plus. Experience working with computer hardware and software. Customer service experienced preferred. Proficient in Microsoft operating systems. Advanced knowledge of computer hardware including network setups. Strong communication and customer service experience. Aptitude for learning new software programs. Skilled in troubleshooting using analytical thinking. Detailed oriented. This is a full-time role located at our Elkridge, MD office. Company Profile: About DRB Systems& Unitec It happens nearly a million times a day: Someone washes their car at a car wash using a computer solution provided by DRB Systems & Unitec. We are makers of computer technology for tunnel car washes, having installed our systems at more than 3,500 sites. We are committed to excellent service provided by over 175 caring associates. We love to make new, cool products that help car wash owners live a better life. We are team players that enjoy each other’s company and the pleasure that comes with hard work. Learn more about DRB Systems & Unitec by visiting us at www.drbsystems.comOpens a New Window. or www.startwithunitec.comOpens a New Window.