Customer Service RC Technical Expert

AMain.com, Inc.•Charlotte, NC

5d•Hybrid

About The Position

As a Customer Service RC Technical Expert at AMain Inc., you will be the premier point of contact and technical voice for our passionate global community. Interacting via phone, email, SMS, and live chat, you will deliver world-class customer support, troubleshoot complex RC electronics and mechanical issues, and provide innovative product solutions. The ideal candidate blends exceptional, proactive communication skills with deep, specialized RC knowledge to guide, support, and inspire our customers.

Requirements

Robust, hands-on knowledge of RC vehicles (cars, helicopters, planes, drones) and hobby electronics is absolutely necessary.
Strong written and verbal communication. Able to compose routine reports, write clear customer correspondence, and present effectively to internal teams or customer groups.
Practical knowledge of basic business mathematics (calculating percentages, ratios, decimals, and whole numbers) and interpreting simple visual data.
Computer literate with the ability to easily learn new platforms.
Prior experience with MS Office (Word, Excel) is required.
Typing speed of at least 30 WPM is required.
Extreme attention to detail, exceptional multitasking ability, and a collaborative, positive team spirit in a fast-paced environment.

Nice To Haves

Prior experience with ticketing systems (such as Zendesk) is highly valued.

Responsibilities

Diagnose technical issues, answer product compatibility questions, and offer knowledgeable advice across a vast catalog of RC cars, aircraft, and hobby electronics.
Deliver friendly, highly professional, and timely assistance across various digital systems (phone, live chat, email, and SMS).
Proactively research, identify, and resolve customer issues regarding order details, product discrepancies, account situations, and warranty inquiries.
Investigate return inquiries, issue Return Merchandise Authorization (RMA) numbers, and process customer refunds, credits, or exchanges based on established company guidelines.
Physically verify product specifications or discrepancies in the warehouse when needed, and assist with inventory corrections.
Recognize and document recurring product issues or customer service trends, proactively alerting the CS Manager.
Actively contribute ideas for workflow efficiency, organization, and better customer satisfaction strategies.
Prepare and convert vendor returns, reconcile return discrepancies, or make outbound sales calls.
Assist the warehouse team with Inventory Quality Control, item location checks, or returning restocked merchandise to shelves.
Seamlessly step in to support the Front Desk Liaison when required. This includes welcoming visitors, processing local walk-in orders, handling localized distribution center fulfillment/returns, and coordinating on-site needs for remote teams using Zendesk, Outlook, and Teams.