Product Support Technician
Wavetronix
Product Support Technician
Wavetronix
full-time
Posted on:
Location Type: Office
Location: Springville • Florida, Tennessee, Utah • 🇺🇸 United States
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.
- Demonstrate expert-level knowledge of all Wavetronix products, including hardware, software, drivers, and licenses.
- Install, configure, troubleshoot, test, repair and service Wavetronix products on-site and remotely.
- Produce detailed trip reports, maintain CRM knowledge base, and document processes.
- Collaborate across the organization to share information and ensure final resolutions for support issues.
- Comprehend customer requirements, make recommendations, and escalate support issues when necessary.
- Provide technical training on products to customers in the field and in-office.
- Work flexible shifts, adapt workflow to changing project schedules, and travel to multiple locations.
- Vet customers for access to the Wavetronix customer portal and assign access levels.
Requirements
- Previous experience in a similar technical support role.
- Strong technical background with a technical degree or certifications.
- 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.
Benefits
- Participate in ongoing training and development opportunities to enhance personal growth and job-related skills.
- Opportunities for long-term growth and career development.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingnetworking conceptsCRM systemsWavetronix productsinstallationconfigurationrepairservicetechnical training
Soft skills
problem-solvingcommunicationteamworkself-motivatedorganizational skillstime managementadaptabilitycustomer satisfactioncollaborationindependence
Certifications
technical degreeIMSA Signal Technician Level IIMSA Signal Technician Level II