Product Support Technician

Product Support Technician - Success Profile

Product Support Technician is a role within Wavetronix focused on providing technical support and assistance to customers while maintaining strong relationships. The Product Support Technician will play a crucial role in ensuring customer satisfaction and promoting the effective use of our products.

Note: This role will be open in our Springville, UT, Nashville, TN, and Oviedo, FL locations. Any location will be required to work onsite M-F 5am-2pm MT/6am-3pm CT/7am-4pm ET
.

A successful Support Technician Success will
:

• Provide world-class support for Wavetronix products on the phone, via email, and in person.
• Document and track all customer interactions in CRM, including cases, activities, and communication.
• Track and update RMAs providing reports/updates to customers and internal teams.
• Demonstrate expert-level knowledge of all Wavetronix products, including hardware, software, drivers, and licenses.
• Master installation, configuration, and troubleshooting of Wavetronix products.
• Provide support for on-site installation/configuration of products and diagnose technical errors or problems, either over the phone, via email, or in person.
• Document processes, produce detailed trip reports, and maintain CRM knowledge base.
• Collaborate with the team, share information across the organization, and ensure final resolutions for support issues.
• Comprehend customer requirements, make appropriate recommendations, and escalate support issues when necessary.
• Provide technical training on products to customers, both in the field and in-office.
• Work flexible shifts, adapt workflow to changing project schedules, and travel to multiple locations.
• Build positive relationships with customers and provide excellent customer support.
• Vet customers for access to the Wavetronix customer portal, assign access levels, and update accurate information in CRM.
• Maintain an expert-level understanding of Dynamics 365 Customer Service.
• Possess strong written and verbal communication skills.

• Collaborate actively in a team-oriented environment to accomplish shared goals and support cross-functional initiatives.
• Communicate proactively and professionally with team members and managers to ensure alignment, share updates, and resolve issues.
• Participate in ongoing training and development opportunities to enhance personal growth, improve job-related skills, and contribute to team success.
• Perform other duties, tasks, and responsibilities, including as listed in Glass Frog, and support other teams as assigned, which may fall outside the essential duties and responsibilities.

Requirements:

• Previous experience in a similar technical support role.
• Strong technical background with a technical degree or certifications
• IMSA Signal Technician Level I or Level II (Field) a plus but not required.
• Excellent problem-solving and troubleshooting skills.
• Proficiency in using CRM systems, preferably Dynamics 365 Customer Service.
• Knowledge of networking concepts.
• Exceptional written and verbal communication skills.
• Ability to work independently and within a team.
• Willingness to travel to multiple locations as required.
• Self-motivated and driven to achieve customer satisfaction.
• Strong organizational and time management skills.

Compensation: 19-28/hr

More specifically, the successful Product Support Technician will exhibit core competencies based on an aggressive training schedule as follows:

• Understand company core values, strategies, and initiatives.
• Demonstrate functional knowledge to troubleshoot, test, repair and service Wavetronix technical equipment.
• Able to effectively use mobile and desktop tools and applications.
• Have a positive relationship with Wavetronix customers.
• Able to understand and effectively communicate technical procedures and processes to customers.
• Comprehend customer requirements and make appropriate recommendations to the client.
• Effectively communicate and cooperate with Technical Services and share information across the organization.
• Demonstrate a functional knowledge of the RMA process.
• Navigate CRM and ERP systems proficiently and demonstrate the ability to create records in both systems.