Job Description
Job DescriptionWe are looking for a dedicated Technical Help Desk Representative to provide exceptional customer support for our consumer product lines. This long-term contract position requires a motivated individual who can troubleshoot technical issues, assist with product selection, and ensure customer satisfaction. Based in Lowell, Michigan, the role involves creating a positive experience for customers through effective communication and timely resolution of inquiries.
Responsibilities:
• Respond to customer inquiries about product features, benefits, installation, and compatibility with other products.
• Document and process call center interactions accurately and efficiently.
• Develop and update FAQs and troubleshooting guides to support customer needs.
• Review and improve product training presentations for accuracy and clarity.
• Organize and maintain documentation of proven processes and procedures.
• Collaborate on reviewing manuals, technical bulletins, and marketing materials to enhance the customer experience.
• Diagnose and troubleshoot technical issues using schematics, wiring diagrams, and diagnostic tools.
• Ensure timely entry of customer and case information into company systems.
• Assist customers with product replacement or repair programs, ensuring smooth resolution of their concerns.• At least one year of experience in marine electronics, boating accessory installations, or RV electrical systems.
• Familiarity with AC/DC wiring, circuit analysis, and wire termination techniques.
• Proficiency with Microsoft Office Suite and the ability to learn internal systems.
• Proven ability to read and interpret technical documentation, schematics, and manuals.
• Strong organizational and time management skills with attention to detail.
• Excellent verbal and written communication skills to interact effectively with customers and team members.
• Experience in consumer technical support is highly recommended.
• A collaborative team player with a positive attitude and problem-solving abilities.