Technical Support Representative

Tech Support Representative W2 Contract to Hire Hybrid, Long Beach, CA 90806 $20-23.50/hr + Benefits In Office Tuesday & Wednesday (6am-3pm). Remote Thursday, Friday (6am-3pm) & Saturday (9am-6pm) Key ResponsibilitiesReview and take action on daily reports, providing timely status updates as needed.Maintain accurate technical support logs and detailed records while following established company procedures. This includes troubleshooting and resolving issues, including assisting customers over the phone.Collect and share examples of current trends with internal stakeholders to help identify opportunities for improvements in manufacturing and education.Potentially train internal associates and external stakeholders in different markets.Provide technical support to stakeholders across global regions.Manage multiple support channels for inquiries related to escalations.Handle escalated issues and customer complaints that require detailed troubleshooting and resolution.Troubleshoot complex technical issues and determine appropriate solutions.Provide expedited support for prioritized cases.Diagnose and validate technical problems or errors, identifying the proper path to resolution.Provide senior-level guidance and approval for field service requests or the creation of Return Material Authorizations (RMAs), and track RMAs until equipment is received back in-house and routed to the appropriate department.Coordinate equipment repairs, including sending loaner equipment when necessary if troubleshooting does not resolve the issue.Track onsite equipment repairs and collaborate with the Repair team to prevent unnecessary delays.Conduct daily and weekly audits to ensure documentation remains accurate and complete.Perform additional duties as assigned by the manager. What You Bring Required Qualifications:High school diploma or GED requiredStrong customer experience focusHigh level of attention to detailBackground in a contact center or help desk environmentExcellent written and verbal communication skillsAbility to work independently or as part of a teamStrong technical aptitude with proven experience in electronics, including areas such as electronic wiring, control boards, and I/O boardsAbility to occasionally lift up to 20 lbs Preferred SkillsExperience working on side projects aimed at improving business operations and efficiencyBasic to intermediate proficiency in Excel and SmartsheetBilingual in Spanish TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.