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The Technical Customer Support Representative provides technical support and customer assistance via phone, email, and chat. This role supports customers with product installation, configuration, troubleshooting, maintenance, and general product usage while delivering a high-quality customer experience.

This position applies strong product knowledge, sound judgment, and problem-solving skills to resolve issues efficiently, escalate complex cases as needed, and support continuous product improvement. This position works under moderate supervision and has attained full proficiency within a defined area of responsibility.

This role supports the organization’s core objectives, including safe and responsible diver acquisition and retention, member growth, financial sustainability, and global alignment.

WHAT YOU WILL DO

(Other duties may be assigned)

Technical Support & Troubleshooting

• Diagnose and identify root causes of customer-reported issues using internal systems, customer data, and collaboration with cross-functional teams.
• Provide real-time troubleshooting support during customer interactions and submit service requests to Product & Technology teams when escalation is required.
• Coordinate follow-up with customers when issues cannot be immediately resolved, setting clear expectations and timelines.
• Educate customers on alternative solutions or workarounds while issues are under review.
• Partner with Product teams to provide user SQA testing feedback in support of product and project development.

Customer Experience & Communication

• Deliver a high-quality customer experience by actively listening, asking clarifying questions, and accurately assessing customer needs.
• Build customer loyalty through timely and effective follow-up on service requests and issue resolution.
• Monitor and communicate service request status using tools such as Zendesk and Salesforce.
• Serve as an advocate for members and customers by escalating trends or recurring issues to senior team members or relevant departments as appropriate.
• Respond to member and consumer inquiries related to eLearning, eCards, online accounts, application status, and related services.

Documentation & Workflow Management

• Accurately document customer interactions, including inquiries, actions taken, and outcomes, in designated systems.
• Manage assigned workflows, service queues, and membership or student accounts to meet established service levels.
• Review, coordinate, and process service requests across all membership levels in a timely manner.
• Provide daily reports on assigned processes and performance metrics, as directed.

Team & Department Support

• Support departmental workload fluctuations, including ticket management, processing, filing, image verification, callouts, and email support.
• Participate in training and continuous learning to maintain proficiency in tools, systems, and products.
• Maintain strict confidentiality regarding sensitive customer and employee information.
• Adhere to all company policies and procedures, including those outlined in the PADI Employee Handbook.

WHAT YOU WILL NEED TO BE SUCCESSFUL

Education and Experience

• High school diploma or General Education Degree (GED) required.
• 1-3 year of customer service and technical support experience, or an equivalent combination of education and experience.

Technical Knowledge & Skills

• Demonstrated analytical skills to diagnose technical issues and determine appropriate resolutions.
• Ability to clearly document technical issues, findings, and resolutions.
• Proficiency in troubleshooting digital products, applications, and systems.
• Working knowledge of Microsoft Office applications.
• Experience using Zendesk and Salesforce preferred.

Language & Communication Skills

• Ability to read, analyze, and interpret business documentation, technical procedures, and regulations.
• Ability to draft reports, business correspondence, and procedural documentation.
• Ability to communicate effectively with customers, managers, and cross-functional partners.
• Fluency in a second language is a plus.

Reasoning Ability

• Ability to apply common-sense understanding to carry out detailed instructions in written, oral, or diagram form.
• Ability to solve practical problems and adapt to situations with limited standardization.
• Ability to interpret and follow instructions in multiple formats.

Behavior Competencies

• Demonstrates professionalism, accountability, and collaboration in support of team objectives.
• Follows established procedures and accepts constructive feedback.
• Interacts respectfully and effectively with coworkers and customers.
• Contributes to a positive, inclusive, and productive team environment.

Other Skills and Abilities

• Strong written and verbal communication skills.
• Excellent organizational and time-management skills with the ability to prioritize tasks.
• Detail-oriented with a high level of accuracy.
• Professional phone presence and customer-focused demeanor.
• Ability to multitask, adapt to change, and work effectively under pressure.
• Strong interpersonal, negotiation, and conflict-resolution skills.
• Demonstrated commitment to customer satisfaction and service excellence.
• Typing proficiency of approximately 75 words per minute.
• Cultural awareness and sensitivity when interacting with a diverse global customer base.

WHO WE ARE

Founded in 1966, PADI has spent nearly six decades shaping the future of scuba diving, consistently raising the bar for the industry we love. We know who we are as a company, yet we continually evolve, keeping our mission fresh, modern, and relevant. One thing that never changes is our commitment to being “The Way the World Learns to Dive.”

With over 30 million divers certified worldwide, more than any other scuba diving agency, we are proud to live our purpose every day: Seek Adventure, Save the Ocean.

We foster a work environment that values individual contributions while thriving on collaboration to achieve shared business objectives. Our leadership team supports a healthy work-life balance through flexible hours and comprehensive benefits.

If this role excites you and you meet the requirements above, we would love to get to know you! Learn more about us at https://www.padi.com/

Please note that PADI collects personal information relating to its candidates for employment to manage the recruitment process. The organization is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations. To view PADI's Privacy Notice please go to https://www.padi.com/ccpa-notice