Technical Support Representative, Tier 1
About the Company Headquartered in Lake Forest, California, iBase-t simplifies complex manufacturing.
Its solutions replace disparate production, quality, and MRO applications with paperless, digitally integrated solutions.
From process and inspection, planning to the shop floor, and the execution of sustainment activities, iBase-t is a proven, pre-configured, and out-of-the-box solutions deliver real-time visibility and control that accelerates manufacturing performance.
We apply that same dedication to creating a diverse and inclusive work culture that inspires our core values:
Professionalism, Excellence, Teamwork, Continuous Improvement, Customer Focus and Innovation.
We believe our team members are the best in the business, and we will continue to recruit, retain, develop and reward our most important asset our people! Job
Summary:
The Technical Customer Care Agent provides initial response to customer requests received through the support portal, email, or telephone.
Under general supervision, Technical Customer Service Agent will provide technical and problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.
Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.
Representatives will perform related work as required.
Essential Functions:
Provides initial response to customer requests received through the support portal, email, or telephone Ensures proper classification of customer requests Updates support requests, when necessary, per published procedures and guidelines Identify and assess customers needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Follow communication procedures, guidelines and policies Take the extra mile to engage customers Requirements:
Proven customer support experience or experience as a client service representative Strong phone contact handling skills and active listening Familiarity with issue tracking systems and practices Customer orientation and ability to adapt/respond to different types of characters Excellent communication and presentation skills Ability to multi-task, prioritize, and manage time effectively Required Education/
Experience:
Associates degree or, High School Diploma
proven experience.
2
years of proven track record/experience Work Authorization/Security Clearance Requirements:
Not Applicable.
Salary Midpoint:
$55,000.
00 What we offer We are committed to offering the best to our employees.
We offer a comprehensive benefits package that includes:
Competitive salary Yearly Performance Bonuses Referral Bonuses Comprehensive Medical/Dental/Vision Plans Company Paid LTD/STD Company Paid Life Insurance HSA/FSA Unlimited Vacation 40 hours of sick time per year Paid Holidays (10 per year) WFH Equipment Stipend Internet/WIFI stipend 401K - company match Educational Assistance Program Our company values work-life balance, and for this offers benefits such as Remote Work, Flexible hours, and a Wellness program.
Recommended Skills Phone Support Networking Recruitment Nice (Unix Utility) Microsoft Windows Package (Uml) Estimated Salary: $20 to $28 per hour based on qualifications.
Its solutions replace disparate production, quality, and MRO applications with paperless, digitally integrated solutions.
From process and inspection, planning to the shop floor, and the execution of sustainment activities, iBase-t is a proven, pre-configured, and out-of-the-box solutions deliver real-time visibility and control that accelerates manufacturing performance.
We apply that same dedication to creating a diverse and inclusive work culture that inspires our core values:
Professionalism, Excellence, Teamwork, Continuous Improvement, Customer Focus and Innovation.
We believe our team members are the best in the business, and we will continue to recruit, retain, develop and reward our most important asset our people! Job
Summary:
The Technical Customer Care Agent provides initial response to customer requests received through the support portal, email, or telephone.
Under general supervision, Technical Customer Service Agent will provide technical and problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.
Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.
Representatives will perform related work as required.
Essential Functions:
Provides initial response to customer requests received through the support portal, email, or telephone Ensures proper classification of customer requests Updates support requests, when necessary, per published procedures and guidelines Identify and assess customers needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Follow communication procedures, guidelines and policies Take the extra mile to engage customers Requirements:
Proven customer support experience or experience as a client service representative Strong phone contact handling skills and active listening Familiarity with issue tracking systems and practices Customer orientation and ability to adapt/respond to different types of characters Excellent communication and presentation skills Ability to multi-task, prioritize, and manage time effectively Required Education/
Experience:
Associates degree or, High School Diploma
proven experience.
2
years of proven track record/experience Work Authorization/Security Clearance Requirements:
Not Applicable.
Salary Midpoint:
$55,000.
00 What we offer We are committed to offering the best to our employees.
We offer a comprehensive benefits package that includes:
Competitive salary Yearly Performance Bonuses Referral Bonuses Comprehensive Medical/Dental/Vision Plans Company Paid LTD/STD Company Paid Life Insurance HSA/FSA Unlimited Vacation 40 hours of sick time per year Paid Holidays (10 per year) WFH Equipment Stipend Internet/WIFI stipend 401K - company match Educational Assistance Program Our company values work-life balance, and for this offers benefits such as Remote Work, Flexible hours, and a Wellness program.
Recommended Skills Phone Support Networking Recruitment Nice (Unix Utility) Microsoft Windows Package (Uml) Estimated Salary: $20 to $28 per hour based on qualifications.
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