Associate Customer Support DEACON

USGA • Bernards Township, NJ

12d • Hybrid

About The Position

The Technical Support Associate, DEACON will support incoming support questions for the Moisture Meter, GS3 and DEACON product lines. They will walk customers through account setup, feature usage, and troubleshooting problems. Working alongside Customer Success specialists and engineering they will escalate support or technical issues. They will test incoming hardware for QC standards during receiving, or test return warranty products for defects.

Requirements

• Support incoming support questions for the Moisture Meter, GS3 and DEACON product lines.
• Walk customers through account setup, feature usage, and troubleshooting problems.
• Escalate support or technical issues.
• Test incoming hardware for QC standards during receiving, or test return warranty products for defects.

Responsibilities

• Serve as first point contact for technical support questions
• Maintain support tickets and customer information in Hubspot CRM
• Notify Product and Support leadership of all escalation issues.
• Support customers in setting up Moisture Meter, GS3 hardware and DEACON software product
• Test all incoming GS3 Product to meet QC standards
• Ensure GS3 products are organized and charged prior to shipment
• Partner with mailroom team to support the shipment of GS products
• Analyze all technical support issues, warranty claims, and work with engineering staff on technical escalations
• Document customers interactions and update CRM accuracy
• Create internal documentation for change management and incidents.

Benefits

• Comprehensive medical, dental, and vision benefits, including a zero-contribution medical plan offered for all full-time employees
• Retirement plans, with a generous annual contribution from the USGA
• Suite of programs to promote physical, emotional, and financial well-being
• Generous bank of paid time off, plus the week between Christmas and New Years Day off
• Off-site team building events
• On-site gym and golf simulator
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed