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Computers-Software

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Technical Support

San Diego, CA 92121

Job Function: Computers-Software Job Number: 401771

Job Description

Technical Support
Johnson Service Group, a nationally award-winning staffing firm, is looking to hire Technical Support Representative for a high growth technology company in San Diego, CA.

This role is Temporary to Hire | Onsite | $25.00 per hour |Candidate must have authorization to work with in the US as our client isn’t able to provide current or future sponsorship.

Position Summary:
This role collaborates with customers via incoming calls and emails to support new and existing inventory solution systems. Responsible for documenting and resolving issues reported by existing customers and facilitate the setup and training of new inventory management solutions for new customers. 

 Responsibilities:
This position requires the ability to quickly absorb and use information about product design of an electro-mechanical nature driven by web-based software as well as installed on the device. The candidate will also be required to gain a working understanding of customer inventory control environments.

 Duties:
  • Support existing customers.
  • Answer incoming calls/emails.
  • Resolve all general inquiry calls within a timeframe of 10 minutes.
  • Handle inquiries/requests through the Customer Service inbox.
  • Create open cases so that customer inquiries and concerns are documented.
  • Escalate cases to the next tier of support for resolution assistance.
  • Process quotes and customer orders when needed.
  • Ensure that all customers are responded to via email and phone in a timely fashion.
  • Evaluate, prioritize, and respond to assigned customer requests.
  • Connect with the customer for new product deployment:
  • Familiarize the customer with the product and its implementation.
  • Provide training to the customer regarding device and software use.
  • Gather relevant data from the customer and perform device and website set up.
  • Provide final review on the order details to ensure alignment with the customer needs.
  • Accurately represent the product to the customer including:
  • Gain knowledge regarding product use with which to familiarize customers with its use.
  • Gain enough knowledge regarding product installation and site training with which to serve as a backup resource for installations and training in the field.
  • Serve as a first point of contact for all product-related questions on an order.
  • Provide appropriate set up of a product for a customer solution.
  • Ensure that the installed product meets the customer’s needs.
Requirements and Experience:
  • 2 years of years previous experience in a customer oriented technical support role environment.
  • Strong interpersonal and customer service skills.
  • Possess strong customer service skills and be service minded.
  • Professional demeanor to solve routine problems.
  • Proficient in the use of MS Office (Excel, Outlook, Word)
  • Excellent organizational skills and attention to detail.
  • Be self-motivated, willing to learn and grow.

#D800

** Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

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