Responds to basic technical inquiries via phone, email, and chat with supervision and guidance.
Helps track ongoing cases, follows up with customers on status updates, and ensures communication is timely and professional.
Escalates technical issues beyond basic troubleshooting to experienced specialists.
Ensures interactions are courteous and professional, aiming for customer satisfaction.
Support Process and Documentation
Accurately logs customer interactions and updates service records.
Assists with processing part replacements and order requests.
Helps maintain the accuracy of knowledge management systems (KMS).
Repair Coordination
Supports the coordination of customer repair activities under supervision.
Prepares RMA paperwork and tracks basic repair or loaner requests.
Works with repair technicians by relaying customer details and issue descriptions.
Other duties as assigned
Special projects and requests are requested in a timely and positive fashion
Minimum
Qualifications:
Associates degree or equivalent level of education
3-5 years of job-related experience
Some prior experience in customer service, help desk, theatre, or related fields is helpful but not required. Demonstrated interest in technology, electronics, or live entertainment systems a plus.
Basic familiarity with technical theatre, electronics, or related fields preferred.
Strong interest in developing problem-solving and customer service skills.
Comfortable with Windows computers and Office 365.
Willingness to learn the use of hand tools, power tools, and electronic measuring devices.
Ability to work professionally with customers and teammates.
Availability to work occasional evenings and weekends as needed.
Job details are sourced from the employer's original posting.
