Technical Support Specialist - Service Center Support

CEF Solutions Inc. • Dallas, TX

3d • Hybrid

About The Position

CEF Solutions is seeking a Technical Support Specialist to provide customer support for their service centers. This role involves assisting customers through phone, email, or chat by diagnosing product issues, offering troubleshooting guidance, and ensuring resolutions. While direct repair is not part of the role, prior hands-on repair experience is crucial for providing accurate support. The specialist will also guide service technicians on parts and procedures, coordinate with experts for updated guidelines, and receive training on relevant product lines. Responsibilities include logging interactions in a CRM system and meeting customer satisfaction and response time standards.

Requirements

• 5+ years of hands-on home appliance repair experience required.
• Certification to repair home appliances required
• Technologically adept at using multiple systems and new tools.
• Extremely organized and fully able to multi-task – will be expected to monitor and support several concurrent support cases daily.
• Strong troubleshooting and diagnostic skills, with the ability to clearly explain technical issues to customers.
• Excellent verbal and written communication skills.
• Knowledge of CRM platforms, ticketing systems, and warranty processes.
• Must be legally authorized to work in the U.S. without restrictions

Nice To Haves

• Experience repairing R600 refrigerators strongly preferred.
• Previous experience in customer service, call center, and other related job functions is strongly preferred.

Responsibilities

• Diagnose and troubleshoot product issues remotely, providing clear step-by-step guidance.
• Guide service technician on required parts and proper procedure for completing repair remotely.
• Leverage prior hands-on repair experience to deliver accurate and practical solutions.
• Regularly coordinate with service experts to refresh repair procedures and guidelines.
• Receive full training for repairing relevant brand's product lines.
• Record interactions, reported issues, and resolutions in relevant CRM system.
• Ensure service quality by meeting customer satisfaction and response time standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed