Tech

Employee Magnets•Grapevine, TX

4d•Onsite

About The Position

The Rescue TSM Agent provides phone and email support to customers regarding repairs. This role involves daily responsibilities such as providing customer support, troubleshooting issues, answering calls about repair status, managing product check-in and shipments, initiating customer contact for password lockouts and HDD reimaging, and packaging repairs for return. The position also emphasizes maintaining a positive and organized work environment, fostering a healthy and safe workplace, and supporting the company's culture. The role requires a high school graduate or equivalent with intermediate Excel computer skills, product knowledge, patience, attention to detail, active listening, problem-solving abilities, and excellent communication skills. The ability to use positive language, manage customer expectations, organize work priorities, and perform repetitive hand and wrist movements for computer use and tool handling is essential. The ideal candidate is hands-on, ambitious, driven, goal-oriented, and accustomed to achieving results through teamwork.

Requirements

High school graduate or equivalent.
Intermediate Excel computer skills.
Product knowledge.
Patience.
Attention to detail.
Active listening skills.
Problem-solving skills.
Ability to use positive language and manage customer expectations.
Ability to clearly organize and categorize work priorities to complete work.
Excellent communication skills.
Requires the repeated and coordinated use of your hands, wrists, and fingers to use a computer keyboard, and other small handheld tools.
Hands-on, ambition, and drive to succeed - Makes things happen.
Must be goal oriented and accustomed to achieving results through teamwork.
Determination to achieve excellent results.
Finds better ways.
Demands top performance.
Inspires commitment.

Responsibilities

Provide customer support via phone and/or email.
Contact customers and get information regarding perceived issues and troubleshoot same.
Answer incoming customer calls regarding repair status.
Responsible for inbound product check-in processes and outbound shipments of repaired products.
Responsible for initiating customer contact in cases of password lockout and HDD reimage.
Package repairs for customer return.
Access available system programs to check repair and shipping statuses.
Keeps the warehouse organized and clean at all times.
Responsible for maintaining a positive work environment while supporting the company's culture.
Responsible for fostering a healthy and safe work environment, focusing on the well-being of all associates.