Technical Support Representative I (65517)

Aiphone•Redmond, WA

6d•$24 - $33•Onsite

About The Position

This entry-level position answers customer calls to technical support queues regarding company products and applications, and records customer interactions in a Customer Relationship Management (CRM) program. The representative interacts with Customer Services and Repair Services and may provide equipment lists, technical information, wiring instructions, and troubleshooting assistance according to customer needs and Technical Support department guidelines. Calls or emails involving systems or issues beyond the representative’s training are escalated to a qualified technician. The representative also assists with Technical Support department assignments and works with co-workers as a team member. The role is based at the Redmond Headquarters in Redmond, Washington. The work is primarily in a typical office environment and may also involve an electronics lab, using hand tools to wire and install Aiphone products for testing or training. Headquarters shifts vary and start at 7:00 AM.

Requirements

High school education or GED and completion of at least two years of college and/or technical equivalent.
One year of previous work experience in a customer-facing job.
Ability to distinguish different colors and audible tones, with good visual acuity.
Communicate effectively orally and in writing, including typing and using a PC efficiently.
Ability to talk on the phone and work on a computer simultaneously and consistently throughout the work shift.
Maintain a professional manner with customers, whether on the phone or in person, and work effectively with others in the office.
Work consistently at a steady pace while managing many distractions.
Work both independently and as part of a team.
Maintain an organized schedule, manage competing priorities, and execute plans within scheduled deadlines.
Aptitude for understanding technical matters and learning technical information from manuals.
Proficiency in Microsoft 365, including Excel, Word, PowerPoint, and SharePoint, and knowledge of standard CRM database packages and other company software.
Adapt to changing business environments.
Be self-motivated and well-organized, with a commitment to ongoing self-study and learning.
Act ethically and professionally with colleagues, customers, and vendors.

Nice To Haves

Knowledge of electronics is highly beneficial.

Responsibilities

Answer phone calls on approved Aiphone systems and record information in the CRM database.
Provide written or verbal lists of equipment based on job requirements.
Provide written or verbal technical information or wiring instructions based on job requirements and customer requests, following Technical Support department guidelines.
Provide troubleshooting assistance for systems or product issues.
Escalate calls or emails to a qualified technician when not trained on the system or issue.
Assist with Technical Support department assignments.
Interact with co-workers as a team member.