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Technical Support Representative I (Remote)

HM Electronics
Remote, USA
Full-time
Entry · 1+ years experience
Remote
USD 19-21 hourly / hour
Discovered 1 weeks ago
D365AX
Free

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D365AX
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What you will do in the position

  • Provide inbound technical support to customers via phone, chat, or email
  • Provide operation, troubleshooting, maintenance, and installation support
  • Promote and maintain positive customer relations
  • Follow established call flows, authentication steps, and escalation procedures
  • Instruct installers and customers in equipment installation, operation, and maintenance of equipment and their responsibilities
  • Use internal knowledge bases and tools to resolve issues efficiently
  • Maintain professionalism, empathy, and a calm demeanor during all interactions
  • Dispatch installers to perform onsite service to customers with problems beyond the scope of telephone troubleshooting
  • Prepare and accurately document all customer interactions in the database
  • Identify and make recommendations for product improvement
  • Provide feedback for improvements of our knowledge base
  • Escalate unresolved or complex issues to appropriate teams
  • Meet or exceed performance metrics including quality, productivity, and attendance

Required qualifications

  • Minimum 1 year customer service experience; technical support or call center experience preferred
  • Strong troubleshooting and problem-solving skills
  • Ability to multitask across systems while assisting customers in real time
  • Professional, empathetic customer service approach
  • Basic to intermediate computer skills, including OS navigation, browsers, email, and hardware basics
  • Ability to work a flexible schedule, including evenings, weekends, and holidays as needed
  • Private workspace and strong internet connection with wired connectivity capability

Preferred qualifications

  • Experience in a remote call center environment
  • Experience supporting drive-thru products or customers
  • Familiarity with D365 or AX
  • Pay Rate is $19.00 - $21.00/hr. and this is the pay range we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision, and dental coverage, pet insurance, life insurance, and 401K contributions.
  • The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job regularly requires lifting and moving up to 10 pounds.

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