Technical Support Representative

BeautyHealth•Long Beach, CA

About The Position

The Technical Support Representative will work with internal and external customers to provide support, resolve issues, and ensure a positive customer experience. This role focuses on troubleshooting, case management, and customer support rather than advanced technical engineering work.

Requirements

High school diploma or GED required
Customer experience focused
Detail oriented
Contact center or help desk background
Excellent oral / written communication
Ability to work as a team or independently
Exceptional technical aptitude with proven experience in electronics, including but not limited to electronic wiring, control boards, I/0 boards
Occasionally able to lift to 20lbs

Nice To Haves

Works on side projects designed to improve business operations and efficiency
Basic to Intermediate skills in Excel and Smartsheet applications
Bilingual (Spanish)

Responsibilities

Appropriately action daily reports and provide status updates in a timely manner
Keeping meticulous records and technical support logs, follows established company procedures and but not limited to solving problems over the phone.
Gather and provide examples current trends to share with other stakeholders to identify and implement improvements for manufacturing and education.
Potential to train internal associates as well as stakeholders in external markets
Interacting with and providing support to stakeholders across the globe
Handling multiple channels of inquires specific to escalations
Handling of escalations that require rigorous and meticulous troubleshooting as well as escalated customer complaints
Troubleshoot complex issues.
Providing expedited support for prioritized cases
Diagnose or validate errors or technical problems and determine proper solutions.
Provide senior guidance and approval to request field service or create Return Material Authorizations (RMAs) and track RMAs until back in house to confirm proper receipt of the equipment to the appropriate department.
Arranges for repair of equipment as well as sends out loaners (as necessary) if troubleshooting fails
Tracking onsite equipment repair, including collaboration with the Repair team to ensure there is no unnecessary delay
Providing Daily/Weekly audits to maintain accuracy in documentation
Additional duties as assigned by Manager.