Technical Support Representative

  • Chamberlain Group
  • Tucson, AZ 85706, USA
  • Jul 25, 2019
Full time Customer Service Telecommunications

Job Description

The Technical Service Representative 2 provides technical support to consumers with Chamberlain, LiftMaster and HomeLink products.   Responsibilities include receiving, responding to, and processing customer requests for product pricing, orders and returns.  Resolving customer calls, emails or faxes with an emphasis on providing world class customer service and technical support. .  This is a cross-functional support role to the organization and will interact with multiple departments and locations. The Technical Service Representative’s primary goal is to satisfy our customers’ needs in an orderly expedient, professional manner, within corporate guidelines.   

 

Essential Duties and Responsibilities:

1.        Maintains a high level of customer service while processing orders, returns and customer pricing inquiries across multiple product lines via phone, email or fax.

2.        Provides consumer customers with specialized technical assistance in the installation and support for LiftMaster, Chamberlain and HomeLink Product lines.

3.        Verifies that orders for parts and service quantities are accurate and matches shipping options to meet customer expectations.

4.        Leverages resources including SAP, and the RightNow knowledge base to deliver an exceptional customer experience   from the start to finish of each customer interaction.

5.        Escalates any reported product quality problems and customer complaints.

6.        Converts customer inquiries into sales with an emphasis on customer education regarding product features and benefits.

7.        Obtains information from SAP documents and follows-up with customers on an as-needed basis with the necessary information regarding product shipments and pricing orders, and return questions. 

8.        Meets and supports department goals and objectives.

9.        Other duties as assigned.

 

Minimum Qualifications

Education:  High School diploma or equivalent required.  Two years of college or technical school desired. 

Experience:  One (1) year experience in a high volume customer assistance environment required.  Previous experience in a technical support environment preferred.

Knowledge, Skills and Abilities:  Excellent communication skills, both written and verbal required.  Must be an experienced PC user and must be familiar with Microsoft Office; including, Word, Excel and email applications like Microsoft Outlook.  Must be personable and self-motivated, with a sense of urgency and organizational skills.

 Must be mechanically and logically inclined.  Typing skills of 25 wpm desirable.