Technical Support Specialist
Wavetronix
Product Support Technician
Wavetronix
full-time
Posted on:
Location Type: Office
Location: Oviedo • 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 on the phone, via email, and in person.
- Document and track all customer interactions in CRM, including cases, activities, and communication.
- Track and update RMAs providing reports/updates to customers and internal teams.
- Demonstrate expert-level knowledge of all Wavetronix products, including hardware, software, drivers, and licenses.
- Master installation, configuration, and troubleshooting of Wavetronix products.
- Provide support for on-site installation/configuration of products and diagnose technical errors or problems.
- Document processes, produce detailed trip reports, and maintain CRM knowledge base.
- Collaborate with the team, share information across the organization, and ensure final resolutions for support issues.
- Comprehend customer requirements, make appropriate recommendations, and escalate support issues when necessary.
- Provide technical training on products to customers, both 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, assign access levels, and update accurate information in CRM.
- Maintain an expert-level understanding of Dynamics 365 Customer Service.
- Participate in ongoing training and development opportunities and perform other duties as assigned.
Requirements
- Previous experience in a similar technical support role.
- Strong technical background with a technical degree or certifications (preferred).
- 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.
- Must be able 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, improve job-related skills, and contribute to team success.
- Enable rewarding careers and foster personal development.
- Strong growth over the last 25+ years creating even more opportunities.
- Work flexible shifts and adapt workflow to changing project schedules.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportinstallationconfigurationtroubleshootingCRM documentationnetworking conceptsWavetronix productstechnical trainingproblem-solvingcustomer interaction tracking
Soft skills
communicationteam collaborationindependenceself-motivationorganizational skillstime managementadaptabilitycustomer satisfaction focusflexibilityescalation management
Certifications
IMSA Signal Technician Level IIMSA Signal Technician Level IItechnical degree