The Technical Support Team supports the product and software management systems that TAPCO provides.
Duties involve interaction with a wide variety of established customer accounts, vendors, co-workers from all areas of the company, and the general public.
As a front-line ambassador for TAPCO, you are relied upon to promote a positive customer experience and facilitate the smooth resolution of post-order issues.
This position will operate in the office and, as it grows and develops, could support technicians up to 10% in the field.
Ensures customer satisfaction by delivering outstanding service support, assisting and resolving a wide variety of requests in a timely manner, with an emphasis on building customer loyalty and profitability.
Resolves issues to the customer’s satisfaction via phone-based assistance, remote support tools, and appropriate escalation as needed.
Facilitate efficient resolution to post order issues.
Troubleshoot and repair equipment including diagnosing electronic failures.
Travels overnight for both in-state and out-of-state work / training up to 15% of the time.
Work with service software to maintain a log for service cases.
Monitors, prioritizes, and follows-up on all open service cases until resolved and closed.
Communicates effectively with multiple groups and meets deadlines.
Manages and follows up on all open service cases in ServiceNOW until resolved.
Create ServiceNOW knowledge articles for important system operation information, troubleshooting, firmware/hardware updates or other support-related needs.
Participates in a 24/7 on-call rotation and supports occasional after-hours work as operational needs require.
Safely operate related tools and equipment.
Operate related computer systems and software.
Participates in ongoing company-wide continuous improvement.

Requirements

Associates degree in electronics, or consummate on-the-job experience in a technical support/customer service-related field.
Excellent customer service skills in a high-volume environment with the ability to work under a sense of urgency
Excellent verbal and written communication skills in English
Must possess strong interpersonal skills: positive, pleasant, respectful and customer focused
Speak effectively and clearly with customers and employees throughout organization
Possess basic understanding of Microsoft Windows and the entire MS Office Suite, including Excel
Computer knowledge/skills: PC literate (past and current Windows desktop OS, Microsoft Office, uploading and downloading files, software installation, and remote support tools)
Proficient with PC operation, associated hardware and software knowledge along with a basic understanding of the components and functions of an IP network
Basic knowledge of electronic, electromechanical, and electrical power principles to include testing of components in DC and AC circuits
Safely operate vehicle, related tools, and equipment
Possess and maintain a valid Driver’s License and a satisfactory driving record.

Benefits

Four Weeks of Paid Parental Leave with no waiting period
10 Paid Holidays
Paid Vacation, and Personal Time
Company Paid Training and Tuition Reimbursement
Medical, Vision, and Dental
Short and Long-Term Disability
401K Plan with Generous Employer Match and Full Vested from Day One

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingrepairing equipmentdiagnosing electronic failuresbasic understanding of IP networkstesting components in DC circuitstesting components in AC circuitsservice softwareServiceNOWremote support toolsMicrosoft Office Suite

Soft Skills

customer servicecommunication skillsinterpersonal skillsproblem-solvingtime managementteam collaborationcustomer loyaltypositive attituderespectful demeanorsense of urgency

Certifications

Associates degree in electronicsvalid Driver’s License