Customer Technical Support I

The Hillman Group, Inc. • Tempe, AZ

36d • Onsite

About The Position

The primary goal of the Technical Support I is to make sure that customer value is maintained to the standards set forth by the company. The Technical Support Representative is the Company’s front line support, aiding customers and Hillman’s Field Service Team.
Essential Job Functions
Provide first level contact and convey resolutions to customer issues.
Track, route, and redirect problems to the next level of support.
Read and interpret a variety of technical manuals and diagrams.
Ensure detailed documentation of issues in E1 / K2.
Order replacement parts and systems as needed.
Maintain and grow a current knowledge of department operating procedures and technical product information.
Participate in departmental teams, provide feedback and / or recommendations for improvement.
Excellent interpersonal, verbal communication and active listening skills with the ability to stay composed and objective.
Mechanical / technical aptitude – working knowledge of software databases and remote control.
Available to work weekends, holidays and overtime if needed.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Requirements

• High School Diploma and 0-2 yrs experience (required).
• Excellent interpersonal, verbal communication and active listening skills with the ability to stay composed and objective.
• Mechanical / technical aptitude – working knowledge of software databases and remote control.
• Available to work weekends, holidays and overtime if needed.
• Written and verbal communication skills.
• Skills in teamwork and collaboration.
• Internal & External customer service skills.
• Problem-solving skills.
• Practical working knowledge of MS Office applications: ability to learn call management applications (i.e., Oracle, E1, K2, LogMeIn etc.).

Nice To Haves

• Associate in IT or Technical related field and 0-3 yrs experience (preferred).

Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Track, route, and redirect problems to the next level of support.
• Read and interpret a variety of technical manuals and diagrams.
• Ensure detailed documentation of issues in E1 / K2.
• Order replacement parts and systems as needed.
• Maintain and grow a current knowledge of department operating procedures and technical product information.
• Participate in departmental teams, provide feedback and / or recommendations for improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED