Sr. Technical Service Associate

Currently seeking a Senior Technical Service Associate for our Rescue 21 program. The position is available in our Scottsdale, AZ location.

Building stable working relationships, you'll respond to customer product inquiries via telephone or in written internet-based email or chat sessions. We'll rely on the Senior Technical Service Associate to resolve customer concerns raised during installation, operation, maintenance, product application or compatibility matters. You'll also troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommend corrective action.

The Call Center provides technical support to user products and systems. It provides technical, accurate solutions to Government and military customers for post-sales support, providing all levels of help with complex products and services. The call center is staffed 24/7.

The successful candidate will be responsible for the following:

• Handle calls from customers regarding specific communication products and services, troubleshooting issues regarding the malfunctioning of these products.
• Coordinate the resolution of customer issues with organizations internal and external to the organization.
• Answer customer calls presented in call queues, meeting call quality and metrics as defined.
• Enter customer calls in CSO Call Tracking System per standards. Gray and black lists products as required.
• Must be able to understand complex technical issues and explain these issues in easy simplistic terms.
• Must interface with other call centers when required.
• Must be articulate with strong oral and written communication skills.
• Must be able to do shift work (24/7/365 day customer support operation).
• Typical candidate for this position will have prior call center experience solving technical problems remotely.

Representatives participate in team projects and enhance the quality of efficiency of Customer Care Center services. They assist in special project-related issues as needed while developing business and technical trouble-shooting skills. They are the point of contact for all customers calling the center, identifying and escalating issues to the appropriate representative as necessary.

Representatives are aware of company policies, processes and procedures that apply to Customer Care. They are able to protect confidential and sensitive information and have a basic knowledge of department system with an ability to query basic information. They acquire knowledge of relevant product offerings and support processes to best serve our customers.

Hours:

• For the training period: M-F, 8:00am-4:30pm (2wks to 1 month).
• After the training period: Shift Sun-Thurs: 1am-9:30am, or 9am-5:30pm, or 5pm-1:30am OR Tues-Sat: 1am-9:30am, or 9am-5:30pm, or 5pm-1:30am. Must be able to do "shift work ".

What you bring to the table:

• Associate's degree or equivalent plus a minimum of 1 year of relevant experience
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities.
• High School diploma or equivalent, plus Associate's degree or equivalent is required plus a minimum of 1 year of relevant experience.

Last updated on Oct 25, 2023