Customer Support Technician

Position Title: Customer Support Technician

Department: Operations

Supervised by: Customer Service Manager

Supervises:   None

 

GENERAL PURPOSE:

 

Support and assist customer service department.  Processes shipping and receiving requests, stocking inventory, processing inventory requests and assists management with special projects.  Load and configure software and basic hardware on Windows based computers.  Assist with customer service calls, and perform basic computer repairs.

 

SUPERVISION RECEIVED

 

Works under the general supervision of the Customer Service manager.

 

SUPERVISION EXERCISED

 

None.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 Load software and configure per customer requestLoad or configure basic hardware on Windows based computersAssist with basic repairs of hardwareWork with software test engineers to configure equipment for testingGreet guests and clients on the phone.Answer phones, direct calls, take and sends messages.Issue event numbers for customer service calls.Types, prints, collate, labels, and organizes correspondence and literatureFaxes, scans, copies, and distributes projects and literature.Organizes, files and sorts electronic and paper data.Assists in organizing company inventory, parts, and supplies.Processes orders for service and products.Packs, labels, and ships products.Routes and processes internal company communication.Order and stock shipping supplies.Track demonstration equipment in a database or spreadsheet.Track and maintain multiple projects.Basic repairs of hardware

PERIPHERAL DUTIES

 

· Assists members of management with special projects as needed.

 

MINIMUM QUALIFICATIONS

 

Education and Experience:

· One to two years customer support experience, answering phones, multi-tasking, and tracking information.  Solid foundational knowledge of computer hardware and Windows based operating systems.

 

Necessary Knowledge, Skills, and Abilities:

· Thorough knowledge of:

o Windows OS, 95, 98, ME, XP and XPP

o Microsoft Office: Word, Excel, and Outlook.

o Basic to intermediate word processing.

o Internet and e-mail programs and applications.

o Organizing and filing invoices, contracts, and customer information

· Working knowledge of:

o Web based applications

o Mail processing, FedEx, DHL and UPS shipping procedures.

· Skill in:

o Operating the listed tools and equipment.

· Ability to:

o Meeting reporting deadlines

o Maintain efficient and effective filing.

o Communicate clearly, both orally and in writing.

o Establish and maintain effective working relationships with supervisor, company employees, and clients.

 

SPECIAL REQUIREMENTS

 

· Must be able to read, write, and speak the English language.

· Must possess a valid California state driver’s license.

 

TOOLS AND EQUIPMENT USED

 

Personal computer, including word processing and financial software attached to a computer network, calculator, digital scale, copier, fax machine, and other general business office equipment.

 

 

 

 

 

 

PHYSICAL DEMANDS

 

Employees must be able to meet the physical demands as represented by those described here.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing essential job duties, the employee is required to sit and talk or hear.  The employee is occasionally required to walk; use hands to feel or handle objects or controls; reach with hands and arms; stoop, crouch, and kneel.  The employee must occasionally lift and/or move up to 45 pounds.  Specific vision abilities include close, color, and peripheral vision, and the ability to adjust focus.

 

WORK ENVIRONMENT

 

The following work environment description is representative of that which an employee can expect to encounter while performing the essential functions of this position.  Reasonable accommodations may be made to allow individuals with disabilities to perform the essential functions.  The noise level in the work environment is quiet to moderate.