Prod Supp Represent 1
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Key details
- Salary
- $48K–$52K/yr
- Location
- Foothill Ranch, CA, United States
- Work style
- Hybrid
- Level
- Mid level
- Job type
- Full-time
- Experience
- 3–6 yrs
- Function
- Customer success & Support
- Focus area
- other
- Posted
- 2w ago
Skills
customer supporterpexcelmicrosoft wordnetsuiteoracleoutlookpayment collectiontechnical supporttroubleshootingzendesk
About the role
Responsibilities
- Provide after-sales support and direct communication to RED customers
- Maintain understanding of all current RED policies, procedures, and processes
- Maintain and exceed service-level agreement performance benchmarks
- Maintain knowledge of all current and legacy RED products, specifications, technology, programs and announcements
- Manage a high volume of inbound and outbound emails, tickets, calls, and orders
- Facilitate and maintain cross-functional communication with various teams (i.e. Tier 2 Support, Sales, Repair, Accounting, etc.)
- Create and issue repair, return, and upgrade service orders including all related import/export documentations and provide status updates directly to the customer
- Provide service quotes and collect payment from customers
- Issue RMAs, service quotes, and provide status updates to the customer
- Troubleshoot basic issues with customers and understand the appropriate times to escalate a call/ticket to the Tier 2 Support team
- Provide links to FAQs/videos/web tutorials/Operation Guides
- Perform supplemental end user testing on RED products
Requirements
- BA/BS or equivalent degree preferred
- Experience with Oracle NetSuite or equivalent ERP system
- Experience with Zendesk or equivalent support ticket system
- Experience with Outlook, Excel, and Word
- 3+ years of experience in a customer support or technical support position
- Extremely detail oriented
Pay Range: $23/hr - $25/hr
Location: Hybrid Remote/Onsite