Call Center: Product Support Technician

$35,360 - $35,360/Yr

Launch Tech USA - Ontario, CA

Full-time - Entry Level

Ontario, CA

Transportation Equipment Manufacturing

About the position

Launch Tech USA is seeking a Product Support Technician for their call center in Ontario, CA. This full-time position involves providing exceptional customer service to automotive technicians through inbound calls and emails, assisting with product inquiries, troubleshooting technical issues, and guiding customers through software updates and product registrations.

Responsibilities

• Answer In-Bound Customer calls in a timely manner, providing positive outstanding customer service.
• Properly diagnose and assist customers with specific vehicle and diagnostics issues.
• Become familiar with our line of diagnostic scan tools to assist customers via phone and email.
• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
• Guide customers through product download and software update process.
• Advise customers of essential functions and capabilities of our scan tools.
• Troubleshoot and provide support for Windows, Apple, iOS and Android operating systems as they relate to our products.
• Properly document all calls in our call center database in a comprehensible way.
• Setting up/Processing RMA/RGA.
• Meet personal/team qualitative and quantitative targets.
• Maintain a clean and professional working environment.

Requirements

• Minimum 1 year previous experience in a Customer Service environment.
• Inbound call center experience preferred.
• Previous experience in remote call center preferred.
• Strong, hands-on experience with PC's and mobile devices is a plus.
• Strong phone and verbal communication skills along with active listening.
• Punctual and process-oriented.
• Ability to work well under pressure.
• Customer focus and adaptability to different personality types.
• Ability to multitask, set priorities and manage time effectively.
• Previous experience with automotive repair and use of diagnostics tools/software is a plus.
• High school degree.

Nice-to-haves

• Bi-Lingual Spanish speaking a plus.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off