Product Technical Support Representative – Fi

Magpul Industries•Cheyenne, WY

6d•$20 - $22•Onsite

About The Position

The Product Technical Support Representative owns and promotes the Magpul customer experience by providing technical and product support to customers and the organization. The representative researches, troubleshoots, and resolves technical issues; manages customer complaints; answers product-operation questions; and escalates issues internally as needed, following them through to resolution. The role also supports customer orders and transactions, maintains accurate records in the company’s CRM and ERP systems, and works with production, shipping, and warehouse teams to address order and shipment issues. The position is in-office in Cheyenne, Wyoming, reports to the Customer Service Supervisor, may require overtime based on department workload, and involves travel up to 5%.

Requirements

High school diploma or equivalent.
At least 2 years of customer service and/or technical support representative experience in a high-volume call environment.
Knowledge of firearms platforms.
Ability to perform basic arithmetic, including addition, subtraction, multiplication, and division.
Excellent verbal and written communication skills, including the ability to convey product information concisely.
Strong organizational skills and attention to detail.
Ability to prioritize multiple projects, work independently with minimal supervision, and meet deadlines.
Ability to learn new concepts and products in a highly dynamic environment.
Strong customer service skills and ability to adapt to different personalities.
Enthusiastic, cooperative, positive, and solution-oriented approach.
Proficiency with Microsoft Office Suite and ability to learn new systems.
Ability to solve problems through analysis and fact-finding.
Must be eligible to work in the United States for any employer and authorized to receive technical data and/or technology under U.S. export control laws.
Must pass required background checks, including restricted party screening and criminal background check, and drug screening. For prospective employees who are Foreign Persons, employment is contingent on the company obtaining necessary export licenses.

Nice To Haves

Experience in the firearms industry.

Responsibilities

Research technical issues reported by customers.
Troubleshoot, research, and resolve technical issues for customers and employees via email, phone, or website submission.
Receive and manage customer complaints and the resolution process.
Answer basic questions about product operation and escalate issues to a manager as necessary.
Explain complex ideas and concepts clearly, respectfully, and simply.
Provide backup support to other group members as required.
Inform customers of unit prices, shipping dates, anticipated delays, and other needed information.
Receive, process, and verify customer orders using the company ERP system and customer purchase orders.
Maintain and update accurate records in the Magpul CRM system.
Complete computer transactions needed for customer transactions in the Magpul ERP system.
Communicate with customers by telephone, fax, and email.
Compute prices, discounts, and shipping charges as required.
Process customer requests for order changes, maintain order and customer information files, and communicate changes to appropriate personnel and departments.
Initiate product returns in appropriate circumstances.
Work with production, shipping, and warehouse teams to expedite or trace missing or delayed shipments.
Provide timely and accurate responses to customer questions about order status.
Provide management with timely feedback about service failures or customer concerns.
Help retain the company’s customer base and promote the organization to existing customers.
Follow corporate policies, guidelines, and statutory requirements, and recommend policy or guideline changes to senior management when appropriate.
Keep knowledge of new and existing product lines up to date.
Understand the sales process and upsell when appropriate.
Work overtime as required by department workload.
Perform other duties as assigned.