Technical Support Representative

Technical Support Representative (Non-Remote)

The Technical Support Representative serves as a primary point of contact for customers seeking technical assistance with NXT Power products and solutions. This role is responsible for providing timely troubleshooting support, coordinating service activities, and managing product return processes while delivering a professional and customer-focused experience.

• Respond to inbound technical support inquiries via phone and email.
• Provide first-level troubleshooting and guidance for product, application, and installation-related issues.
• Diagnose issues and support product/application investigations in collaboration with engineering and service teams.
• Create and manage Return Material Authorization (RMA) orders within the ERP system.
• Coordinate and schedule on-site service visits with internal technicians and authorized third-party service providers.
• Prepare and issue quotes for non-warranty service work and repairs.
• Investigate, document, and report findings related to defective product returns.
• Manage inventory related to defective units, replacement units, and spare parts.
• Maintain accurate service records, documentation, and customer communication logs.

• High School Diploma or equivalent required.
• Prior experience in phone-based customer or technical support is preferred but not required.
• Previous sales or customer-facing experience preferred but not required.
• Basic understanding of electrical or electronic systems is preferred but not required.

• Proficiency with Microsoft Office applications, including Word and Excel.
• Strong data entry and documentation accuracy.
• Analytical and problem-solving skills with attention to detail.
• Ability to safely and effectively use small hand tools when required.
• Professional, calm, and composed communication skills, particularly when handling dissatisfied or escalated customers.
• Strong organizational skills and ability to manage multiple tasks simultaneously.

• Full benefits package, including health insurance, 401(k), company-paid holidays, and paid time off.
• Eligibility for participation in the NXT Power employee incentive plan.

• Entry level

• Full-time

• Information Technology

• Appliances, Electrical, and Electronics Manufacturing