Prod Supp Represent 1

RED Digital Cinema•Foothill Ranch, CA

3d•Hybrid

About The Position

Provide after-sales support and direct communication to RED customers. The role manages customer inquiries and service requests across email, tickets, calls, and orders; coordinates with internal teams; and assists customers with repairs, returns, upgrades, payments, and basic troubleshooting. The position also performs supplemental end-user testing on RED products.

Requirements

Experience with Oracle NetSuite or an equivalent ERP system.
Experience with Zendesk or an equivalent support ticket system.
Experience with Outlook, Excel, and Word.
At least 3 years of experience in a customer support or technical support position.
Extremely detail oriented.

Nice To Haves

BA/BS or equivalent degree preferred.

Responsibilities

Provide after-sales support and direct communication to RED customers.
Maintain understanding of current RED policies, procedures, and processes.
Maintain and exceed service-level agreement performance benchmarks.
Maintain knowledge of current and legacy RED products, specifications, technology, programs, and announcements.
Manage a high volume of inbound and outbound emails, tickets, calls, and orders.
Facilitate and maintain cross-functional communication with teams such as Tier 2 Support, Sales, Repair, and Accounting.
Create and issue repair, return, and upgrade service orders, including related import/export documentation, and provide customers with status updates.
Provide service quotes and collect payment from customers.
Issue RMAs and service quotes, and provide customers with status updates.
Troubleshoot basic customer issues and determine when to escalate a call or ticket to the Tier 2 Support team.
Provide links to FAQs, videos, web tutorials, and operation guides.
Perform supplemental end-user testing on RED products.