Prod Supp Represent 1

Responsibilities

• Provide after-sales support and direct communication to RED customers
• Maintain understanding of all current RED policies, procedures, and processes
• Maintain and exceed service-level agreement performance benchmarks
• Maintain knowledge of all current and legacy RED products, specifications, technology, programs and announcements
• Manage a high volume of inbound and outbound emails, tickets, calls, and orders
• Facilitate and maintain cross-functional communication with various teams (i.e. Tier 2 Support, Sales, Repair, Accounting, etc.)
• Create and issue repair, return, and upgrade service orders including all related import/export documentations and provide status updates directly to the customer
• Provide service quotes and collect payment from customers
• Issue RMAs, service quotes, and provide status updates to the customer
• Troubleshoot basic issues with customers and understand the appropriate times to escalate a call/ticket to the Tier 2 Support team
• Provide links to FAQs/videos/web tutorials/Operation Guides
• Perform supplemental end user testing on RED products

Requirements

• BA/BS or equivalent degree preferred
• Experience with Oracle NetSuite or equivalent ERP system
• Experience with Zendesk or equivalent support ticket system
• Experience with Outlook, Excel, and Word
• 3+ years of experience in a customer support or technical support position
• Extremely detail oriented

Pay Range: $23/hr - $25/hr

Location: Hybrid Remote/Onsite