Part-Time Tech Support Repair Specialist

Automotive Keys Group (AKG)•Vernon Hills, IL

8d•$22 - $23•Onsite

About The Position

The Part-time Tech Support Specialist is a call center–based role responsible for handling inbound and outbound customer calls focused primarily on key programming support, along with troubleshooting and guiding repairs of key cutting and key programming machines. The Specialist works with customers by phone, and email to diagnose issues, walk customers through programming procedures, and coordinate machine repair when needed. This position works part-time, 4 days per week.

Requirements

High school diploma or equivalent.
2+ years of experience in customer service.
Proficient in computer software systems including MS Office and MS Excel.
Working knowledge of customer relationship management (CRM) and call center / ticketing systems.
Ability to sit at a workstation and handle a high volume of calls throughout the shift.
Must be authorized to work in the United States on a full-time basis

Nice To Haves

Proven experience in technical support in a call center or help desk environment, preferably in the automotive locksmith or key programming industry.
Strong technical skills, with the ability to troubleshoot key cutting and key programming machines and a working understanding of automotive transponder, remote, and immobilizer systems.
Excellent communication skills and the ability to explain technical concepts clearly to customers.
Ability to work under pressure in a call queue environment and handle multiple customer issues simultaneously.
Familiarity with key cutting and key programming equipment (e.g., Triton, Futura, MVP Pro, AutoProPad, or similar) is a plus.
A proactive and customer-focused attitude with a strong problem-solving mindset.

Responsibilities

Assist AKG customers via phone, email, and chat with key programming questions — including transponder, remote, and smart key programming procedures — and troubleshoot issues with key cutting and key programming machines.
Diagnose and resolve programming errors, key/vehicle compatibility issues, and machine faults, offering quick and effective solutions over the phone whenever possible.
Walk customers through user-serviceable repairs over the phone, and coordinate with the in-house repair team when a machine must be sent in for service.
Coach customers on routine maintenance, calibration, and best practices for their key cutting and programming machines to help them avoid future issues.
Work with machine and software vendors to resolve manufacturer warranty issues and to keep customers current on firmware, software, and vehicle database updates.
Collaborate with other departments, such as warehouse and sales, to ensure smooth operations and customer satisfaction.
Stay current on automotive key programming developments — new vehicle platforms, transponder and smart key technologies, and machine firmware releases — to provide accurate, up-to-date support.