Technical Help Desk; Hybrid Remote - 1st shift

Position: Technical Help Desk (Hybrid Remote) - 1st shift
Job Description

1st

Shift: 8:00am-5:00pm Monday through Friday

This is hybrid role that offers two to three days working from home!

Pay: $20-25/hour based on experience

Overview
We are seeking a skilled Help Desk Technician to provide comprehensive technical support to our customers. The technical support team creates a positive customer experience by assisting in customer retention via technical troubleshooting, product selection, and warranty repair/replacement. This individual will contribute to the call center and ensure that all commitments to customers are met in a timely fashion. This individual will be responsible for technical support for our consumer product lines.

Key Responsibilities:

• Drive positive consumer experience through technical support via phone & email Answer product questions including features, benefits, installation, appropriate sizing of products, interaction with other products within the applications, etc.
• Execute call center documentation and processing
• Resolve customer questions, provide remote troubleshooting, responding to emails & voicemails.
• Assist in Development of FAQs and troubleshooting guides
• Review product training presentations
• Organize and document proven processes and procedures
• Assist in reviewing manuals, technical bulletins, and technical marketing artwork to ensure positive customer experience and accuracy.
• Troubleshoot and diagnose using schematics, wiring diagrams, and assorted tools.
• Ensure timely processing and electronic capture of consumer & case information into the system
• Assist consumers through product replacement or repair programs

Education and Experience Requirements:

• 1 year of experience in Marine Electronics, Boating Accessory installations, or RV electrical installations desired

ABYC, NMEA, or MEI certification a plus

• Prior experience in consumer technical support highly recommended

FCC License is a plus

• Experience in a receiving, warehouse, and/or inventory control distribution

Practical experience and knowledge of AC and DC marine and RV electrical (wiring, wiretermination, basic circuit analyze, use of DVM)

• Practical computer application literacy (including Microsoft Office Suite, ERP System, and ability to learn internal systems)

Skill Requirements:

• Proven troubleshooting skills and experience/ability to work through conflict and use effective problem solving techniques.
• Problem solving and analysis; interpersonal relations; verbal and written communications

Proven ability to read and interpret documents such as safety rules, schematics, operation and maintenance manuals in English

• Team player with good organizational skill and time management.

Excellent presentation skills (writing, speaking & telephone)

• Excellent organizational, oral, and written communication skills to effectively communicate with the team and customers
• A positive, can-do attitude Teamwork and collaboration-oriented
• Professional poise and presence Determination and bias for action
• Personal accountability/ownership mentality Good judgment, respect for others, and integrity
• Strong ability to work with different types of people