Satechi
On-site Technical Support and Product Validation Specialist
Satechi, San Diego, California, United States, 92189
Job Overview
The On-Site Technical Support and Product Validation Specialist plays a pivotal role in providing exceptional technical assistance to customers and internal teams. Primarily based in the office, this position encompasses handling remote support tasks such as ticket management, addressing customer inquiries, and supporting cross-functional projects. Additionally, the role involves managing Return Merchandise Authorizations (RMAs), performing comprehensive product testing, and ensuring technical systems operate seamlessly. The ideal candidate excels in communication, is highly organized, and demonstrates technical proficiency with a commitment to outstanding customer service. Collaborating closely with departments like Operations, Quality Assurance (QA), and Product Development, this role leverages tools such as Zendesk and NetSuite to drive product performance, resolve issues, and support continuous improvement efforts. Satechi offers a dynamic and collaborative work environment where innovation and customer satisfaction are at the forefront. You’ll have the opportunity to work with cutting-edge consumer electronics and contribute to a growing, industry-leading brand. What you will be doing:
Zendesk Customer Support (80%)
Handle tickets, calls, and messages on Zendesk, providing prompt and effective customer support. Accurately document customer issues and resolutions following company protocols. Respond to customer feedback and inquiries via Okendo reviews and questions to uphold a positive brand image. Support remote customer interactions through chat, phone, product page updates, and FAQ development and maintenance. NetSuite Quality Assurance (20%)
Process RMAs and replacement requests by integrating Zendesk and NetSuite platforms. Conduct onsite product testing to validate customer-reported issues and troubleshoot concerns. Perform detailed RMA testing, document findings in NetSuite and Zendesk, and liaise with the Operations, Product, and QA teams to ensure timely issue resolution. General Technical Support and Maintenance
Maintain an organized, functional testing area and media room to optimize efficiency and ensure accessibility. Test new product samples, generate detailed reports, and assist with related projects using tools like Asana, Teams, and SharePoint. Support cross-functional teams (Sales, E-commerce, Creative Marketing, and Amazon) with technical insights, customer support, and product knowledge. Provide onsite IT assistance to ensure smooth technical operations across the office. What we are looking for:
Experience : 2–3 years in a technical or customer support role, preferably in consumer electronics. Tools Expertise :
Proficiency with Zendesk or similar ticketing systems for customer support and ticket management; familiarity with NetSuite for order management, reporting, and RMA processing (preferred but not required). Experience with the Apple ecosystem, and tools such as Microsoft Office Suite, Teams, SharePoint, Shopify, and Asana (a plus). Practical experience with consumer electronics, peripherals, or related devices to support effective troubleshooting and product testing.
Technical Skills :
Strong troubleshooting abilities and attention to detail. Experience in supporting on-site IT operations, including network troubleshooting, hardware setup, and software updates.
Soft Skills :
Exceptional communication and interpersonal skills for effective collaboration and customer engagement. Empathy and patience in addressing customer concerns to deliver a positive experience. Strong organizational skills with the ability to prioritize tasks and maintain accuracy in documentation, testing, and reporting. Proactive, adaptable problem-solver who thrives in dynamic environments and manages changing priorities effectively. Enthusiasm for learning and staying current with emerging technologies to enhance technical support and product testing.
Flexibility : Willingness to provide support for the remote team when required. Why you'll love working at Satechi:
Competitive salary package with up to 10% end-of-the-year performance bonuses. Hybrid work environment promoting work-life balance. Comprehensive benefits package including health, dental, and vision insurance, and 401k. A dynamic and inclusive workplace culture with opportunities for professional growth. Compensation:
The pay range for this position is $19-$22 per hour, based on your knowledge, skills, and experience. This information is provided per relevant state and local pay transparency laws. Satechi is committed to creating a diverse environment and is proud to be an equal-opportunity employer.
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The On-Site Technical Support and Product Validation Specialist plays a pivotal role in providing exceptional technical assistance to customers and internal teams. Primarily based in the office, this position encompasses handling remote support tasks such as ticket management, addressing customer inquiries, and supporting cross-functional projects. Additionally, the role involves managing Return Merchandise Authorizations (RMAs), performing comprehensive product testing, and ensuring technical systems operate seamlessly. The ideal candidate excels in communication, is highly organized, and demonstrates technical proficiency with a commitment to outstanding customer service. Collaborating closely with departments like Operations, Quality Assurance (QA), and Product Development, this role leverages tools such as Zendesk and NetSuite to drive product performance, resolve issues, and support continuous improvement efforts. Satechi offers a dynamic and collaborative work environment where innovation and customer satisfaction are at the forefront. You’ll have the opportunity to work with cutting-edge consumer electronics and contribute to a growing, industry-leading brand. What you will be doing:
Zendesk Customer Support (80%)
Handle tickets, calls, and messages on Zendesk, providing prompt and effective customer support. Accurately document customer issues and resolutions following company protocols. Respond to customer feedback and inquiries via Okendo reviews and questions to uphold a positive brand image. Support remote customer interactions through chat, phone, product page updates, and FAQ development and maintenance. NetSuite Quality Assurance (20%)
Process RMAs and replacement requests by integrating Zendesk and NetSuite platforms. Conduct onsite product testing to validate customer-reported issues and troubleshoot concerns. Perform detailed RMA testing, document findings in NetSuite and Zendesk, and liaise with the Operations, Product, and QA teams to ensure timely issue resolution. General Technical Support and Maintenance
Maintain an organized, functional testing area and media room to optimize efficiency and ensure accessibility. Test new product samples, generate detailed reports, and assist with related projects using tools like Asana, Teams, and SharePoint. Support cross-functional teams (Sales, E-commerce, Creative Marketing, and Amazon) with technical insights, customer support, and product knowledge. Provide onsite IT assistance to ensure smooth technical operations across the office. What we are looking for:
Experience : 2–3 years in a technical or customer support role, preferably in consumer electronics. Tools Expertise :
Proficiency with Zendesk or similar ticketing systems for customer support and ticket management; familiarity with NetSuite for order management, reporting, and RMA processing (preferred but not required). Experience with the Apple ecosystem, and tools such as Microsoft Office Suite, Teams, SharePoint, Shopify, and Asana (a plus). Practical experience with consumer electronics, peripherals, or related devices to support effective troubleshooting and product testing.
Technical Skills :
Strong troubleshooting abilities and attention to detail. Experience in supporting on-site IT operations, including network troubleshooting, hardware setup, and software updates.
Soft Skills :
Exceptional communication and interpersonal skills for effective collaboration and customer engagement. Empathy and patience in addressing customer concerns to deliver a positive experience. Strong organizational skills with the ability to prioritize tasks and maintain accuracy in documentation, testing, and reporting. Proactive, adaptable problem-solver who thrives in dynamic environments and manages changing priorities effectively. Enthusiasm for learning and staying current with emerging technologies to enhance technical support and product testing.
Flexibility : Willingness to provide support for the remote team when required. Why you'll love working at Satechi:
Competitive salary package with up to 10% end-of-the-year performance bonuses. Hybrid work environment promoting work-life balance. Comprehensive benefits package including health, dental, and vision insurance, and 401k. A dynamic and inclusive workplace culture with opportunities for professional growth. Compensation:
The pay range for this position is $19-$22 per hour, based on your knowledge, skills, and experience. This information is provided per relevant state and local pay transparency laws. Satechi is committed to creating a diverse environment and is proud to be an equal-opportunity employer.
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