Technical Customer Support Representative

The Technical Customer Support Representative serves a critical role in supporting customers with technical assistance, troubleshooting, and order management. This role combines frontline technical support with administrative order processing responsibilities, ensuring a smooth customer experience from inquiry to fulfillment, including device operation.

• Respond to customer inquiries via phone, email, and/or chat in a professional and timely manner
• Provide basic to intermediate technical troubleshooting for Bluetooth and Cellular Connected products and systems
• Diagnose issues, document findings, and escalate complex problems to Level II support when necessary
• Guide customers through setup, usage, and best practices of Bluetooth Diagnostic Devices
• Maintain accurate case notes in the CRM or support system

• Enter, process, and track customer orders accurately in the ERP System
• Verify pricing, availability, shipping details, and customer information
• Coordinate with internal departments (sales, warehouse, shipping, accounting)
• Handle order changes, returns, replacements, and cancellations
• Ensure orders are completed correctly and on time

• Maintain organized customer and order records in the ERP system
• Follow established procedures and service‑level expectations
• Identify recurring issues and suggest process improvements
• Support cross‑functional teams as needed

• Relating and networking
• Strong computer skills and comfort learning new systems (Proficiency in MS Office Suite)
• Excellent verbal, written, and interpersonal skills.
• Strong organizational skills accompanied by flexibility to quickly adapt in a fast‑paced changing environment.
• Basic technical knowledge related to hardware, software, or SaaS products
• Ability to multitask and prioritize in a fast‑paced, changing environment
• Demonstrates a sense of urgency, ownership, commitment and focus to meeting deadlines.
• Organized with excellent follow‑through capabilities.

• Experience with CRM, ERP, or order management systems
• Prior experience in a technical, manufacturing or distribution environment

• 1–3 years’ experience in customer service, technical support, or order processing

• Ability to lift up to 50 lbs. without assistance
• Work on‑site in a general office environment
• Standard business hours 8am – 5pm, Monday through Friday
• Occasional flexibility as needed

• High school diploma or equivalent (Associate’s degree or higher preferred)