CS Tech Rep I in Santa Ana, CA at Brasstech

Date Posted: 10/18/2018

Job Snapshot

Job Description

Job Description

Under general direction of the Customer Service Technical Supervisor, the CS Tech I, is responsible for building relationships with new and existing customers and delivering a high level of technical support, troubleshooting & resolving technical field product issues and in the customer call center. In this position, the CS Tech I will also possess great follow up skills and the ability to respond to internal and external customers in a timely manner, and process inquiries from assigned territories and handle special projects as assigned. Additional duties will include assisting co-workers and training junior staff on existing and new technical processes.

      I.    ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

  • Respond to telephone calls, written and e-mail inquiries, and on-line network requests regarding product and installation questions.
  • Resolves product or installation problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Provide verbal or written technical advice to customers
  • Recommends potential procedures, products or services to department manager by collecting customer information and analyzing trends.
  • Assist with projects as assigned by supervisor
  • Perform all other CSR duties as assigned
  • SUPERVISORY RESPONSIBILITIES
  • None

II. KNOWLEDGE AND SKILLS

  • High School diploma or equivalent (college degree a plus)
  • Strong written and verbal communication skills in identifying technical issues and providing technical resolutions for non-technical people.
  • A minimum of 1 to 2 years in a customer service environment is required, preferably manufacturer/distributor or inbound call center experience
  • Basic knowledge of plumbing or experience with supporting and troubleshooting plumbing issues.
  • Ability to read and understand product specifications.
  • Ability to prioritize and multi-task in an event driven environment with long term projects and urgent support issues.
  • Team player attitude that enjoys working with co-workers and other support staff.
  • Basic PC skills (MS Outlook, Word, Excel)
  • Proven skills in critical thinking and problem solving, strong analytical, numerical and reasoning abilities.
  • Highly organized and adept at follow through and detail oriented.
  • Flexible and innovative thinking.
  • Uses good judgment and works well under pressure.

V.      PHYSICAL DEMAND

  • Walking/Sitting – adjustable desk
  • Use of telephone and computer to communicate

VI.      WORKING CONDITIONS AND ENVIRONMENT

  • Working in an office environment – cubicle layout
  • Artificial lighting and air conditioned environment
  • Use of office equipment (computers, fax, copiers, stamp machine, telephone, filing cabinets, etc.)

Shift

Shift 1 (United States of America)

Full or Part Time

Full time

Brasstech is an equal opportunity employer. Applicants are considered for all positions without regard to race, color, religion, gender, sexual orientation, protected status as a veteran, national origin, age, disability, genetic information, gender identity, or any other legally protected status under federal, state or local law.

Brasstech is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish


E-verify Right to Work Poster: EnglishSpanish

No visa sponsorship is available for this position, unless specified within the job description.