Technical Support Representative Senior

JOB SUMMARY

Provides excellent customer service to dealers, sales representatives, and consumers via phone, email, live chat, and social media. Provides diagnostic advice to resolve a variety of routine to complex technical product issues, order entry, and recommendations on product selection, and maintains accurate and up-to-date records on communications through computer applications.

KEY RESPONSIBILITIES

• Provides technical support to consumers, dealers, and sales reps to ensure efficient and accurate quality service relating to our products, their software, features, and functions.

• Provides post-sale support to consumers and retail channel partners in the form of trouble-shooting advice to install and repair product or direct them to a qualified repair facility. Enter orders for replacement parts, finished products, repair authorizations, and facilitate returns process during or after the warranty period. Documents the interaction in the appropriate computer application to help drive continuous improvements in process and product quality.

• Responds to inquiries, resolves routine issues (referring more difficult problems upward, if necessary), and educates and acts as a resource on company products via phone, email, and other methods as appropriate. Documents inquires, issues and resolutions, and education provided as required.

• Executes routine reports and independently creates reports to support department activities. Demonstrates proficiency in supporting the minimum amount of product families as identified by each Johnson Outdoors brand. Maintains and monitors personal performance metrics to ensure department KPI's (key performance indicators). Strives for continuous improvement.

• Issues return and repair authorizations, as necessary.

• Performs other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent verbal and written communication skills to effectively work with a variety of individuals, identify, and solve problems.

• General knowledge of the Microsoft Office (Word, Excel, Outlook) or similar products and the ability to easily learn applications.

• Demonstrated mechanical aptitude to comprehend and understand resource materials such as dimensional drawings, specifications, installation manuals, and owner/operator manuals to explain/educate the customer.

• Demonstrated experience and skills in effectively and efficiently responding to customer inquiries using the phone, email, chat, or other communication platforms provided to the department as a tool to perform their duties.

• Skills in effectively problem-solving routine issues and ability to escalate issues as needed.

• Basic mathematical skills which include the ability to add, subtract, multiplication and division with the assistance of a calculator.