Technical Support Representative - Fort Wayne

Overview

Technical Support Representative - Fort Wayne, IN. Provides broad customer support for incoming calls and e-mails from dealers, service centers and spa owners. Assists with creating and maintaining various product reference materials for the department utilizing Microsoft Office (Excel, Word and Publisher).

• Answer consumer, dealer, and service technician phone/e-mail questions.
• Assist dealers and service agents with part orders and basic account information or problems (part numbers, order status, and references).
• Explain spa operation and offer accurate technical help to dealers and service agents.
• Understand spa operation, chemical balancing, dealer/servicer network, product categories/features, and warranties/procedures.
• Provide troubleshooting support for spa plumbing, control systems, audio visual components, Bluetooth connection of mobile devices, WiFi connection of mobile devices and mobile device applications (e.g. Apple iPads).
• Basic understanding of or capability to learn basic AC electricity, DC electricity and wiring for spa troubleshooting purposes.
• Understand accounts, warranty claim procedures and policies.
• Follow up with service leads and search for possible service companies to develop new service accounts.
• Assist with annual training seminar by putting together training material and performing presentations.
• Assist with warranty service claim entry as needed.
• Assist with spa registration entries as needed.
• Maintain required qualifications:
  High school diploma or equivalent; basic PC skills; basic written and people skills; experience in a customer service environment; experience in a technical/troubleshooting environment.
• Technical training or degree is a plus.

• High school diploma or equivalent minimum.
• Basic PC skills.
• Basic written and people skills.
• Experience in a customer service environment.
• Experience in a technical/troubleshooting environment.
• Technical training or degree a plus.

This is an on-site role.

Full Time

Mon-Thurs 7:00am-5:00pm & Fridays 8:00am-12:00 Noon (with a Friday afternoon rotation)

Compensation: $18.00-$21.00 per hour to start (based on experience) plus competitive benefits package