Tech Service Representative

Softub creates a unique spa product known for its lightweight, portable design and energy-efficient foam insulation. Each Softub Spa is carefully handcrafted in the United States, reflecting the company’s focus on quality and ease of use for everyday consumers.

We are currently seeking a candidate to join our team as a Technical Service Representative in New Bedford, MA. We are a team-oriented company with a fast-paced work environment focusing on quality and continuous improvement of our products and ourselves.

The Tech Services Representative is responsible for assisting Softub customers and dealers with technical questions, troubleshooting, service coordination, and follow-up support. This position requires strong communication skills, attention to detail, and the ability to manage multiple customer service tasks in a busy office environment.

Key Responsibilities

• Answer incoming phone calls and assist customers with technical questions and product-related concerns.
• Troubleshoot Softub issues over the phone and through Zoho Desk tickets.
• Create, update, track, and manage customer service tickets in Zoho Desk.
• Create service orders, parts orders, and related documentation.
• Communicate with customers, dealers, service technicians, and internal team members.
• Work closely with other Tech Service agents in an office setting to provide consistent customer support.
• Maintain accurate notes, records, photos, and service history in customer files.
• Provide professional, patient, and helpful support to customers, even in difficult situations.
• Escalate complex technical or customer concerns to supervisors when needed.

Skills and Qualifications

• Strong customer service and phone communication skills.
• Comfortable using computers, email, and ticketing systems such as Zoho Desk.
• Ability to stay organized while handling multiple tasks and customer issues.
• Basic technical understanding or willingness to learn Softub products and troubleshooting procedures.
• Strong attention to detail when creating orders, entering notes, and tracking service work.
• Ability to work well with other agents and departments in a team office environment.
• Professional attitude and problem-solving mindset.

Preferred Experience

• Minimum of 3 years of experience in Technical Support, Customer Support, or Customer Service roles strongly preferred.

We are proud to be an Equal Opportunity Employer. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave

Work Location: In person

Salary : $20