The Hillman Group

  • Technical Service Representative

    Job Locations US-AZ-Tempe
    Posted Date 11 months ago(9/15/2017 7:36 PM)
    Requisition ID
    2017-2217
    # of Openings
    7
    Category (Portal Searching)
    Customer Service/Call Center
  • Overview

    Summary

    We are looking for a customer service oriented specialist to provide technical support to users in an efficient and accurate manner. The goal is to make sure that customer value is maintained to the standards set forth by the company. The Technical Service Representative is the Company’s front line support, providing assistance to customers and Hillman’s Field Service team. 

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    LC-LI1

     

    Responsibilities

    Essential Duties and Responsibilities

    • Provide first level contact and convey resolutions to customer issues.
    • Track, route and redirect problems to the next level of support.
    • Read, interpret and update a variety of technical manuals and diagrams.
    • Ensure proper recording, documentation and closure.
    • Order replacement parts and systems as needed.
    • Maintain and grow a current knowledge of department operating procedures and technical product information.
    • Participate in departmental teams, provide feedback and/or recommendations for improvement.
    • All other duties as assigned

    Qualifications

     

    Education & Experience

    • Associate’s degree or technical certification preferred, and/or one to two years related experience required.

    Knowledge, Skills and Abilities (KSA):

    • Proven working experience providing technical support in a call center environment.
    • Mechanical/technical aptitude - working knowledge of help desk software, databases and remote control.
    • Practical working knowledge of MS Office applications; ability to learn call record management applications (i.e. Oracle, E1, LogMeIn etc.).
    • Excellent interpersonal, verbal communication and active listening skills, with the ability to stay composed and objective.
    • Strong problem solving skills and attention to detail.

    Work Environment:

    • This is a call center environment.
    • Available to work evenings and weekends as needed.

     

    We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

     

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