Tech Service Representative

Technical Service RepresentativeThis is a customer service-focused Technical Service Representative role, not an IT position. The primary responsibilities involve assisting dealers, distributors, and end-users with product inquiries, troubleshooting, and support, rather than performing internal IT functions. Duties/Responsibilities: Responds to end-user, dealer, and distributor inquiries regarding new and existing products (including features, pricing, common issues, etc) Provide support in troubleshooting and determining source of customer problems. Respond to customer issues in a timely and effective manner whether by telephone, or email. Identify, research, and resolve customer issues using the Tech web, tech manuals, departmental training, or Apex. Interface with engineering and technical teams to determine long-term solutions to frequent technical problems using the bug tracker or email to alert team of new issues Maintain thorough understanding of all products as well as automotive technology in general Complete call logs, RMA's and reports using Apex. Work with other teams within the company to ensure our customers experience unmatched service levels Conduct outbound calls or email with answers (RMA status, pricing, technical questions) Learn customer uses of various products and assist with verifying that their applications work as expected Qualifications/Required Experience: Excellent written and verbal communication skills. Ability to maintain concentration while on the phone for 6-8 hrs per day Availability to work Monday through Friday Strong customer service skills Must work as a CSR for at least 3 months or be certified in CSR requirements. One year of customer service/technical support experience preferred Working knowledge of gas and diesel engines and automotive technology preferred Hands-on experience with supported vehicles and/or performance products preferred. Prior experience within the automotive industry a plus Demonstrate high level of dependability Proficient with MS Excel, MS Word, MS Outlook and Internet. Computer literate with the ability to learn customer service software applications Ability to work in a team-oriented environment and learn new ideas/methods quickly Should be familiar with basic vehicle functions. Automotive/truck enthusiast a plus