Associate Technical Support Representative

Simpson Strong-Tie•Riverside, CA

27d•Onsite

About The Position

Simpson Strong-Tie is a leader in engineered structural connectors, software, and solutions for the building industry. We maintain a reputation as a trusted manufacturer, partner, and corporate citizen committed to our customers and employees. Our founder, Barc Simpson established 9 Principles of Business we live out as company values and have made Simpson Strong-Tie an inspiring place to work since 1956. Our team of talented people are dedicated to our shared mission: to provide solutions that help people design and build safer, stronger structures. Learn about our company culture directly from our team. As an Associate Technical Support Representative, you provide technical assistance for the Engineering department and testing laboratory across all product lines. Communicate technical information about products and features to external customers as well as internal departments.

Requirements

High school diploma or GED required.
2 years of experience Microsoft applications including Word, Excel, Outlook.
Ability to Interpret and understand structural drawings and drafting standards.
Communication: Ability to read, interpret and write documents such as emails, operating instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively with customers and employees across all departments in the organization.
Learning: Ability to quickly learn new processes and procedures.
Mathematics: Ability to apply concepts or basic algebra, trigonometry, and geometry.
Ability to compute rate, ratio, and percent.
Draw and interpret charts and graphs.
Computer Skills: Proficient in computer data input using Microsoft Windows, Word, Excel, and Access.
Knowledge of Smartsheets or similar programs with the ability to learn new programs as needed.
Reasoning: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations

Nice To Haves

Associate or bachelor’s degree preferred.
2 years of related experience and/or training- Experience in residential construction or familiarity with the industry preferred.
Sales Force, Smartsheets and Simpson Strong-Tie software and applications are a plus.

Responsibilities

Front line of customer service technical support on all Simpson Strong-Tie products, software, and services to internal (e.g., outside sales, inside sales, etc.) and external customers (e.g., engineers, architects, building officials, and contractors) through speaking directly to customers via the Engineering Phone Queue. (45%)
Researching solutions to customer inquiries by exploring test database, existing literature pieces, SalesForce and other internal discussion boards on related topics. (30%)
Provide technical customer support and information on all Simpson products, software, and services to internal and external customers from inquiries from the website through written communications (e.g., email). (15%)
Assist Simpson Engineers with test reports, technical letters, custom hanger designs. (5%)
Assist in special projects as assigned by the Engineering Manager. (5%)