Customer Support Technician Round Rock, TX 78681
Pay: $18/hr
Schedule: MondayFriday, 8:00 AM5:00 PM
Job Summary:
We are seeking a technically knowledgeable and customer-focused Customer Support Technician to provide support for customers experiencing hardware, software, warranty, and product-related issues. This position will serve as a key point of contact between customers, internal teams, and production, helping troubleshoot issues, coordinate RMAs, document resolutions, and identify recurring problems.
The ideal candidate will have experience with computer hardware, technical support, troubleshooting, RMA/warranty processes, customer service, data analysis, and working with cross-functional teams. Candidates with experience in quality, manufacturing, supplier support, or technical operations are encouraged to apply.
Job Duties and Responsibilities:
- Provide technical support to customers by phone, email, chat, and other communication channels.
- Troubleshoot and resolve customer issues involving computer hardware, components, operating systems, and basic software problems.
- Assist customers with warranty and non-warranty claims, RMAs, returns, exchanges, and replacement parts.
- Review customer-reported issues and determine appropriate troubleshooting or resolution steps.
- Communicate technical information clearly to customers with varying levels of technical knowledge.
- Maintain accurate records of customer interactions, troubleshooting steps, RMAs, and resolutions.
- Work closely with internal engineering, production, quality, operations, and technical teams to resolve customer issues.
- Coordinate with internal teams regarding hardware availability, replacement parts, and customer orders.
- Identify recurring technical or product issues and communicate trends to management.
- Assist with analyzing customer and product data to identify opportunities for process improvement.
- Support warranty and product-return processes while ensuring company policies and procedures are followed.
- Assist with larger customer orders by working with the production team to ensure products are built, tested, and completed according to customer expectations.
- Help identify opportunities to improve customer satisfaction, product quality, and internal processes.
- Maintain current knowledge of products, hardware components, troubleshooting procedures, warranty requirements, and company policies.
- Perform other technical support and operational duties as needed.
Job Requirements and Qualifications:
- Moderate to extensive knowledge of computer hardware and components.
- Experience troubleshooting Windows operating systems and basic software issues.
- Experience with hardware diagnostics and troubleshooting preferred.
- Familiarity with RMA, warranty, returns, replacement parts, or service processes preferred.
- Experience using Parted Magic or similar hardware diagnostic tools preferred.
- Strong customer service and technical communication skills.
- Ability to analyze information, troubleshoot problems, and determine appropriate solutions.
- Strong written and verbal communication skills.
- Ability to document technical issues accurately and maintain organized records.
- Comfortable working with multiple systems, applications, and tasks simultaneously.
- Strong attention to detail and problem-solving abilities.
- Ability to work independently while also collaborating effectively with engineering, quality, production, and operations teams.
- Ability to manage priorities and meet deadlines in a fast-paced environment.
- Professional and courteous communication with customers and coworkers.
- Experience with Excel, SQL, databases, data analysis, reporting, or other technical applications is a plus.
- Experience in manufacturing, quality, engineering support, supply chain, or production environments is a plus.
Preferred Background
Candidates with experience in the following areas are especially encouraged to apply:
- Technical Support / Help Desk
- Computer Hardware Support
- RMA / Warranty Support
- Customer Technical Support
- Quality Assurance / Quality Control
- Manufacturing or Production Support
- Supplier or Customer Liaison
- Hardware Troubleshooting
- Data Analysis and Reporting
- SQL / Microsoft Excel
- Process Improvement
- Engineering Support
- ISO / Quality Management Systems
KeyStaff, Inc Since 2004. Let us be the Key to your success!!
KeyStaff, Inc. is an Equal Opportunity Employer, KeyStaff, Inc. provides equal employment opportunities without regards to race, color, religion, gender, national origin, age and disability unrelated to an individuals ability to perform adequately, sexual orientation, marital status, or any other characteristic protected by law.
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