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Customer Service Technician

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Posted : Tuesday, June 04, 2024 01:28 PM

This position is responsible for all before and after market support, including Technical Support, Service, Software and product training.
Also responsible for processing warranty issues, returns and product diagnosis.
Provides customers and end users with product and technical support by performing the following duties: *ESSENTIAL DUTIES AND RESPONSIBILITIES *include the following.
Other duties may be assigned.
*Customer Service:* * Build up relationship between the customer and/or end-user and company, responsible to improve the overall company image in "technical support" * Handles customer problems that appear to arise from the use of the product * Troubleshooting of product/product use problems; hands-on diagnosis and testing of products and software * Follows up to ensure a problem has been solved * Completes, maintains, and processes pertinent paperwork and records, related to RGA's, product issues, product modifications, software modifications and other documentation in support of Sales and Customers * Communicates with other departments regarding aftermarket product issues * Advises management on product development issues arising from product problems identified through technical support calls with customers *Software:* * The subject matter expert on all software and app solutions * Works with Engineers and Sales to optimize software and app solutions * Writes technical manuals for software and app solutions * Proficient in software installation and usage * Trains customers on the usage of software and app solutions *Database:* * Helps IT Group to maintain a technical support management and tracking system * Works on web-based database to input and manage customer information in regards to the warranty service * Develops and/or manages the development of additional web-based process tools such as Telephone call logging, RGA tracking, Quality Management Reports *Sales Support:* * Maintain a good customer reference database * Responsible for all aftermarket sales including spare parts, replacement parts, service, etc.
*Knowledge/Skills/Abilities:* * Bachelor degree or similar level in electro/mechanical/computer science/process discipline * Familiar with MS SQL and MS ACESS database, sufficient PC skills to enable database software * Self motivated, ability to manage own time effectively and interface positively with the customer * Strong analytical and problem-solving skills * Strong ability on technical writing * Ability to adapt to and work effectively / safely within a variety of situations, and with various individuals or groups.
* Good interpersonal and communication skills (English- written and verbal) _The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed and will be required to take on other duties as assigned.
_ Job Type: Full-time Pay: $20.
00 - $24.
00 per hour Expected hours: 40 per week Benefits: * 401(k) * Dental insurance * Health insurance * Paid time off * Vision insurance Experience level: * 1 year * 2 years * 3 years * 4 years * 5 years Shift: * 8 hour shift Weekly day range: * Monday to Friday Work setting: * In-person * Office Work Location: In person

• Phone : NA

• Location : 3325 Grande Vista Dr, Newbury Park, CA

• Post ID: 9074433174


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