Technical Support Specialist

Job Summary:

The Technical Support Representative will provide technical assistance and answers to users’ questions, assist users by troubleshooting problems and oversee all that is technical support and warranty department.

Duties/Responsibilities:

Identifies, investigates, and resolves users’ problems.
Fields support calls, chat, e-mail, and/or other communication from users with inquiries regarding T-H Marine part concerns.
Consults with users to determine steps and procedures taken to resolve the problem and to narrow down the root of the problem.
Applies knowledge of T-H Marine parts and procedures to solve problems.
Guides users through diagnostic and troubleshooting process, which may include use of diagnostic tools and software and/or following verbal instructions.
Collaborate with other personnel to research and resolve problems.
Collaborate with QC and the production manager to explain errors and/or recommend modifications.
Maintains current knowledge of technology innovations and trends.
Other duties as needed or required

Required Skills/Abilities:

Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Professional and pleasant telephone manners.
Ability to explain technical issues to both technical and nontechnical personnel and customers.
Strong analytical and problem-solving skills.
Proficient with Microsoft Office Suite or related software.
Proficient with, or able to quickly learn to use, a broad array of hardware and software.
Previous experience with Zendesk preferred but not required

Education and Experience:

High school diploma or GED required.
At least five years of experience in customer technical support highly preferred.

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 50 pounds at times.

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