Customer Support Technician
📋 Role Overview & Responsibilities
We are currently seeking a Customer Support Technician to join our team focused on delivering superior service to our customers. In this position, you will be responsible for handling all incoming technical customer inquiries (via Email, Phone, and Website) and assist customers in troubleshooting of products. You will serve as a direct point of contact for urgent customer issues and will manage follow-up regarding customer issues and resolutions. In addition, key responsibilities include:Assist in triaging incoming repairs. Troubleshoot and repair warranty and non-warranty products to meet quality, cost, and turn-around goals.In collaboration with QA and Engineering, investigate CAR (Corrective Action Requests) as requested by Customer.Maintain documentation quality and accuracy, including maintaining RMA and CRM database for accuracy and valuable customer information and feedback.Provide remote support for technical and end user problems.Provides on-site support in critical customer situations as needed.
As a Customer Service Technician, you have excellent phone skills, strong electronics troubleshooting experience, and are highly customer focused. Your experience includes:Minimum of 4 years technical training in electronics or equivalent combination of training and experience.Two-way radio installation experience strongly preferred.Minimum of 2 years of experience providing technical and/or phone support to customers.Excellent customer service phone skills.Demonstrated ability to analyze and repair analog and digital circuits.Skilled in use of computers for data entry, e-mail, and document writing. NetSuite CRM experience preferred.
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This position is located in Lake Oswego, OR with potential relocation and sponsorship assistance depending on candidate qualifications.
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