Technical Support Specialist
Wavetronix
Technical Support Specialist
Wavetronix
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida, Tennessee, Utah
Visit company websiteSalary
💰 $19 - $28 per hour
Job Level
Mid-LevelSenior
About the role
- Provide world-class support for Wavetronix products via phone, email, and in person
- Document and track all customer interactions in CRM, including cases, activities, and communication
- Track and update RMAs and provide reports/updates to customers and internal teams
- Master installation, configuration, and troubleshooting of Wavetronix products
- Provide on-site installation/configuration support and diagnose technical errors
- Document processes, produce detailed trip reports, and maintain CRM knowledge base
- Collaborate with team and cross-functional organizations to ensure final resolutions
- Comprehend customer requirements, make recommendations, and escalate when necessary
- Provide technical training to customers in the field and in-office
- Vet customers for access to the Wavetronix customer portal and manage access levels
- Maintain expert-level understanding of Dynamics 365 Customer Service
- Participate in ongoing training and development and perform other duties as assigned
Requirements
- Previous experience in a similar technical support role
- Strong technical background (technical degree or certifications a plus)
- IMSA Signal Technician Level I or Level II (Field) a plus but not required
- Excellent problem-solving and troubleshooting skills
- Proficiency in using CRM systems, preferably Dynamics 365 Customer Service
- Knowledge of networking concepts
- Exceptional written and verbal communication skills
- Ability to work independently and within a team
- Willingness to travel to multiple locations as required
- Self-motivated and driven to achieve customer satisfaction
- Strong organizational and time management skills
- Required to work onsite M-F 5am-2pm MT / 6am-3pm CT / 7am-4pm ET
