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Technical Support Representative

TCWGlobal

Long Beach, California

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JOB DETAILS
SKILLS
Business Operations, Call Centers, Communication Skills, Consulting, Customer Escalations, Customer Experience, Customer Support/Service, Detail Oriented, Documentation, Electrical Wiring, Electronics, Equipment Maintenance/Repair, Establish Priorities, Help Desk, High School Diploma, Identify Issues, Input/Output, Lift/Move 20 Pounds, Maintenance Services, Manufacturing, Multilingual, On Site Support, Operational Improvement, Operational Strategy, Presentation/Verbal Skills, Problem Solving Skills, Procedure Development, Process Improvement, Resolve Customer Issues, Return Merchandise Authorization (RMA), Spanish Language, Team Player, Technical Support, Time Management, Trend Analysis, Writing Skills
LOCATION
Long Beach, California
POSTED
Today

Tech Support Representative

W2 Contract to Hire

Hybrid, Long Beach, CA 90806

$20-23.50/hr + Benefits

 

In Office Tuesday & Wednesday (6am-3pm).

Remote Thursday, Friday (6am-3pm) & Saturday (9am-6pm)

 

Key Responsibilities

  • Review and take action on daily reports, providing timely status updates as needed.
  • Maintain accurate technical support logs and detailed records while following established company procedures. This includes troubleshooting and resolving issues, including assisting customers over the phone.
  • Collect and share examples of current trends with internal stakeholders to help identify opportunities for improvements in manufacturing and education.
  • Potentially train internal associates and external stakeholders in different markets.
  • Provide technical support to stakeholders across global regions.
  • Manage multiple support channels for inquiries related to escalations.
  • Handle escalated issues and customer complaints that require detailed troubleshooting and resolution.
  • Troubleshoot complex technical issues and determine appropriate solutions.
  • Provide expedited support for prioritized cases.
  • Diagnose and validate technical problems or errors, identifying the proper path to resolution.
  • Provide senior-level guidance and approval for field service requests or the creation of Return Material Authorizations (RMAs), and track RMAs until equipment is received back in-house and routed to the appropriate department.
  • Coordinate equipment repairs, including sending loaner equipment when necessary if troubleshooting does not resolve the issue.
  • Track onsite equipment repairs and collaborate with the Repair team to prevent unnecessary delays.
  • Conduct daily and weekly audits to ensure documentation remains accurate and complete.
  • Perform additional duties as assigned by the manager.

 

What You Bring

Required Qualifications:

  • High school diploma or GED required
  • Strong customer experience focus
  • High level of attention to detail
  • Background in a contact center or help desk environment
  • Excellent written and verbal communication skills
  • Ability to work independently or as part of a team
  • Strong technical aptitude with proven experience in electronics, including areas such as electronic wiring, control boards, and I/O boards
  • Ability to occasionally lift up to 20 lbs

 

Preferred Skills

  • Experience working on side projects aimed at improving business operations and efficiency
  • Basic to intermediate proficiency in Excel and Smartsheet
  • Bilingual in Spanish



TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.

About the Company

T

TCWGlobal