Customer Solutions Representative

Overview

Responsible for ensuring that Bay Tek Entertainment delivers the highest level of customer service possible to both internal and external customers. Primarily responsible for providing unscripted technical troubleshooting phone support to our customers for any of the products we manufacture to help diagnose electromechanical and software-related issues while also generating sales of parts and other products.

• Assure customer satisfaction by working directly with our end customers via phone to troubleshoot and provide technical advice to resolve game/machine problems
• Troubleshoot by understanding and identifying the cause and effect of software and electromechanical devices
• Within the Village, be a strong customer advocate while balancing our business goals
• Identify and quantify issues to discover or prove patterns and trends
• Engage with others to resolve issues
• Possess the ability to document issues and report details and status
• Provide internal and external communication, disseminating information about issues, advisories, status, resolutions, techniques, etc.
• Willing involvement with our new product development team as a customer advocate
• Perform data entry, recording the details of the incident and entering the resulting order and invoicing process for parts required
• Email Corresponding with customers and distributors which may lead to customer orders
• Email Corresponding to troubleshoot products in the field with technicians.
• Be Sales Minded to help upsell and drive orders to hit overall sales goals and growth

• Typical office equipment

• 95% - Office environment
• 5% - Manufacturing environment; clean, low to moderate noise, safety glasses required and other personal protective equipment where applicable

• 3 – 5 years as a Customer Service Agent or similar
• High school diploma or GED
• Proven business or life-experience in troubleshooting

• Understands the use of the multi-meters, AC/DC power
• Understand troubleshooting PCBAs and electronics systems
• Ability to interpret wiring schematics and drawings
• Self-starter capable of observing and solving problems using all available resources
• Must be able to establish priorities, work independently, and proceed with objectives without supervision
• Confidence, tact, patience, politeness, and diplomacy while dealing with complex problems and customers
• Strong interpersonal skills in areas of verbal and written communications
• High degree of accuracy and attention to detail
• Proficiency with Microsoft Office products (Word, Excel, etc.)
• Mechanical assembly build experience a plus
• Motivational, listening, and problem-solving skills
• Works well with others in a team environment
• Clear and concise, fluent, and positive communication skills
• Possess the ability to make good judgment calls in an environment without black-and-white rules
• Ability to take on and resolve recurring difficulties with customers and staff

• Possible, but not regular, visits to customer locations as well as possible attendance at trade shows

• The ability to sit, stand, bend, and twist