POSITION SUMMARY

The Technical Support Representative will be assigned to the technical area of customer care and will be responsible for assisting customers via multi-channel touchpoints (i.e., phone, email, chat, web, or social media). The primary role will be to resolve any issues the customer may encounter during installation, or purchase of our products to provide overall support and assistance. This position will also collaborate with cross functional departments to respond to customer inquiries to ensure customer inquiries are handled in an efficient and timely manner. This role will act as a liaison to provide product information, and to resolve any emerging issues which our customers might encounter.

CORE FUNCTIONS

• Respond to phone, e-mails, and live chat from customers.
• Assist customers in the resolution of technical-related, quality-related, warranty, and consumer affairs inquires.
• Respond to incoming calls, from customers, internal staff, and Sales team to assist in the resolution of technical-related, quality-related and warranty inquires.
• Input all quality concerns into the Quality Help Desk.
• Work with the Returns Department to review or solve technical-related and warranty-related returns.
• Provide training and development of technical knowledge and product installation for the team.
• Assist the Manager with Training programs for the Customer Service team.
• Assist with developing Technical Memos and information pieces to be communicated to our customers and internal staff.
• Help to develop necessary tech and installation videos for our Dealers and internal teams.
• Assist in product installations.
• Compile technical and product information for Technical Manuals or Extranet information.
• Work with the Manager to relay technical information to other departments, such as Engineering, Quality Assurance, and Operations, to determine and communicate information for the "best-practice methods" as determined by the brand.
• Send documentation to customers, as needed.
• Help assist customers (and/or associates) through the installation process and / or replacement components or parts.
• Assist customers with product installations to include the troubleshoot of installation issues utilizing the internal tools available to them.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

• High school diploma or equivalent is required.
• 1-3 years of experience in the automotive aftermarket industry is required.

Skills, Abilities, and Knowledge

• Strong interpersonal skills in working with customers and internal departments.
• Good computer skills and the ability to use office equipment such as facsimile and copier.
• Ability to obtain and teach knowledge of products.

• Strong computer and typing skills.
• Ability to detect and report any faulty equipment, defective material, improper operation, unsafe or unusual condition to a supervisor or other manager.
• Ability to identify and improve processes and quality.
• Strong written and verbal communication skills to develop Technical Memos and writings.
• Ability to obtain and teach knowledge of products.

Travel

• Minimal travel is required.