Technical Support Technician

Primary Function:

The Technical Support Technician is responsible for providing exceptional customer service and technical support for FloLogic products in a fast-paced environment.

Responsibilities:

• Respond to and process technical-based phone calls and emails from end users, installing contractors, service and repair mechanics, wholesale/selling distributors, and field Sales Representatives regarding technical questions and issues.
• Troubleshoot difficult and challenging technical issues for internal/external customers
• Review service cases and make determination of any site-related or component-related issues
• Support and assist in the processing of warranty claims and ensuring delivery of the appropriate service solution
• Answer homeowner phone calls/emails and assist in problem resolution
• Work closely with other departments (Shipping, Product, Warranty, Tech Support) to ensure customers’ needs are supported
• Provide internal and external sales support with regards to product cross references, sizing, etc.
• Diagnose and recondition returned products to align with quality standards ensuring optimal performance

Job Requirements:

• 2-3 years of Technical or Customer Support role required.
• High School Diploma or equivalent required
• Exceptional customer service and problem-solving skills required
• Ability to learn and implement new ideas, concepts, and programs to improve department efficiency
• Excellent written and verbal communication skills
• Able to work independently and collaboratively with a team
• Proficiency with Microsoft Outlook, Word, Excel & PowerPoint
• Ability to prioritize, and manage multiple projects/topics while delivering results required