Customer Care Representative

Technical Support – Customer Service Representative

Macro Fab is redefining electronics manufacturing. Our focus is to enable businesses around the world to create great products faster than ever before. Not only do we enable our customers to build great things, but we enable our team to build the solutions of tomorrow. Come join a rapidly growing team where you can take ownership of your role and build your career at Macro Fab.

As a Customer Service Representative, you will effectively and professionally communicate and assist customers via email and phone in support of the Macro Fab platform, which includes acting as product expert to provide answers to questions about the Macro Fab platform. The Customer Service Representative is the primary contact for all customers, providing the individual service and attention required to delight customers and users.

• Engage customers via phone and email to resolve customer issues which will include providing onboarding and product training for the Macro Fab platform.
• Quickly and thoroughly solve problems for customers when an order, transaction, or experience doesn't go as planned.
• Develop a thorough knowledge of our online platform in order to help customers find the right solution and to address issues relating to their design or orders.
• Quickly and professionally handle support tickets.
• Manage orders as they move through the stages from when paid to completed.

Strive to understand the customer's situation and recognize the customer’s needs.

Maintain a high level of knowledge of the Macro Fab Platform and product knowledge with the ability to train others in the use of the Macro Fab Platform.

Provide quality service that will exceed customer expectations.

Accurately document customer interactions within the appropriate systems.

Apply techniques offered in training and ongoing coaching for continuous improvement towards performance targets.

• Has experience within a fast paced environment
• Has excellent written and verbal communication skills.
• Has intermediate computer skills including software technical support supporting software platforms for both internal and external users.
• Has experience with Sales Force and Jira a plus
• Has experience in PCB design or manufacturing a plus.
• Maintain a positive, friendly, and helpful demeanor with every interaction.
• Has empathy and understands what it takes to provide an excellent customer experience.

• Customer First
• Ownership and Accountability
• High Performance
• Trust in Team

Founded in 2013, Macro Fab is a fast-growing electronics manufacturer. Come join a rapidly growing and expanding team creating novel solutions to the manufacturing challenges of tomorrow.