Technical Support Associate

Connexion’s mission is to provide "best in class" services to job seekers. We strive to achieve excellence in job placement, staffing, and recruiting services, while treating candidates with the professionalism and respect they deserve.

Product Support Associate

Notes-

• Monday-Friday. Need the flexibility to work between 8A-6P.
• Ready to IV and hire asap
• Standard background check

The Product Support Associate is responsible for providing fast, effective, and professional
support to customers and installers of company products via phone and email, facilitating a
frictionless product experience. They are responsible for diagnosing and resolving product
issues.

Responsibilities
Receive, assign, and manage support requests via phone or email
Talk with customers to resolve issues through a series of actions
Follow support processes to identify and resolve level 1 support issues
Follow the escalation process to push complex issues to level 2 support
Accurately process and record call transactions using support ticketing software
Track tickets through support process until completion, including appropriate follow up.
Create orders for replacement parts and track returns to ensure that parts are returned
per warranty guidelines
Align performance to assigned KPI goals individually and for your team
Perform additional duties as assigned

Skills and Qualifications
Strong organizational skills, problem-solving, and attention to detail
Exceptional phone etiquette
The ability to manage multiple priorities and be comfortable working under pressure
Self-motivated and able to work in a team environment
Ability to give full attention to what other people are saying, to use logic and reason to
identify the strengths and weaknesses of alternative solutions
A basic knowledge of software and hardware for personal computers and smartphones
A technical mindset with a passion to learn about and understand our product
Excellent written and verbal communication skills to deal effectively with internal and
external contacts
Knowledge of customer service principles and practices
Ability to learn new skills, software, hardware and repair processes
Innovative thinker who is positive, proactive, and readily embraces change

Education and Experience
High school diploma or equivalent required
Customer Service/Support, Communications, or electronics field a plus

Physical Requirements
Must be able to sit for long periods of time
Position requires use of headset/microphone