What are the responsibilities and job description for the Associate Support Specialist LTE position at ETC?
Representative Responsibilities:
• Customer Support
• Responds to basic technical inquiries via phone, email, and chat with supervision and guidance.
• Helps track ongoing cases, follows up with customers on status updates, and ensures communication is timely and professional.
• Escalates technical issues beyond basic troubleshooting to experienced specialists.
• Ensures interactions are courteous and professional, aiming for customer satisfaction.
• Support Process and Documentation
• Accurately logs customer interactions and updates service records.
• Assists with processing part replacements and order requests.
• Helps maintain the accuracy of knowledge management systems (KMS).
• Repair Coordination
• Supports the coordination of customer repair activities under supervision.
• Prepares RMA paperwork and tracks basic repair or loaner requests.
• Works with repair technicians by relaying customer details and issue descriptions.
• Other duties as assigned
• Special projects and requests are requested in a timely and positive fashion
Minimum Qualifications:
• Associates degree or equivalent level of education
• 3-5 years of job-related experience
• Some prior experience in customer service, help desk, theatre, or related fields is helpful but not required.
Demonstrated interest in technology, electronics, or live entertainment systems a plus.
• Basic familiarity with technical theatre, electronics, or related fields preferred.
• Strong interest in developing problem-solving and customer service skills.
• Comfortable with Windows computers and Office 365.
• Willingness to learn the use of hand tools, power tools, and electronic measuring devices.
• Ability to work professionally with customers and teammates.
• Availability to work occasional evenings and weekends as needed.