Technical Support Representative

Position Summary: The Technical Support Representative responds to incoming customer inquiries of a technical nature pertaining to aFe POWER products via email, chat and phone. You will provide technical assistance on product installation, and technical issues from end-users and will be responsible for escalating technical product issues per established procedures to internal departments for resolution, providing prompt follow-up with the customer to ensure a satisfactory outcome and superior customer experience.

Roles and Responsibilities (other duties may be assigned):

• Troubleshoots technical product issues and questions as they come in from email, telephone or Zendesk.
• Analyzes and escalates customer inquiries that require additional assessment and works with internal departments such as Sales, Shipping, and engineering product groups towards a satisfactory resolution.
• Ensures follow-up and communication with customers on pending issues and resolution timelines.
• Updates customer/account information in internal systems as required.
• Navigates business operating system to provide stock status, order status, ETA, tracking numbers, and prices.
• Assist with order entry when order volume is heavy.
• Attends product training to stay informed on new product releases, and technical product information.
• Maintains a clean and tidy work space and follows all safety procedures and processes.