What are the responsibilities and job description for the Customer Service/Technical Support position at Pacific Safe Manufacturing, Inc.?
Job Summary
We are seeking a Technical Support person to join our team. The ideal candidate will be responsible for assisting customers with troubleshooting issues with their safes and scheduling of various safe repairs and servicing as required. Must be able to quickly grasp mechanical concepts, logical and driven to perform well in this position.
Responsibilities
- Provide technical support to customers via phone, email, or chat
- Manage service calls that arrive via 3 Party Portals and updating those tickets regularly via those mediums
- Document customer interactions and resolutions via the company’s internal system and through the various portals to accurately provide status on service and installation tickets
- Educating customers to identify the technical issues involved and providing solutions to mitigate the costs involved
- Utilize the company database of technicians to obtain quotes and schedule technicians for service and installations
- Collaborate with cross-functional teams to resolve complex technical issues that may arise
- Additional tasks as assigned by the Technical Support Manager
Skills
- Ability to follow instructions and adhere to standard processes and procedures
- Experience with multitasking as the position demands data entry and phone/email skills
- Excellent communication skills for interacting with customers and other department teams both verbally and written
- Mechanically adept to analytically troubleshoot mechanical issues over the phone
- Knowledge on all company and security products to identify issues and provide technical solutions based on customer needs and specifications
- Experience documenting inbound and outbound calls
- Strong track record of customer-focused service
- Previous experience in a customer service setting would be advantageous
- Proficiency with Microsoft Office and/or Google applications
Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.
Job Type: Full-time
Pay: $19.00 - $21.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Education:
- Associate (Required)
Experience:
- Customer Service: 2 years (Required)
- Technical Support: 2 years (Required)
Location:
- Upland, CA 91786 (Preferred)
Ability to Commute:
- Upland, CA 91786 (Required)
Work Location: In person
Salary : $19 - $21