Satechi
On-site Technical Support Agent Tier II
Satechi, San Diego, California, United States, 92189
Job Overview:
We are seeking a dedicated Technical Support Representative to provide outstanding technical assistance and support for customers and internal teams. This role involves managing remote support tasks, such as addressing customer inquiries, resolving issues, and assisting with cross-functional projects. Additionally, you will support quality assurance efforts through product testing and help ensure smooth technical operations.
The ideal candidate is a strong communicator, organized, and technically proficient, with a focus on delivering excellent customer service and contributing to continuous improvement initiatives.
What you will be doing:
Customer Support Handle support tickets, calls, and messages to provide timely and effective assistance. Document customer issues and resolutions in accordance with company guidelines. Respond to customer feedback and inquiries to maintain a positive experience. Assist with updating product pages, FAQs, and other support resources.
Quality Assurance
Process product returns and replacements efficiently. Perform product testing to identify and troubleshoot reported issues. Collaborate with internal teams to ensure prompt resolution of technical concerns.
General Support and Maintenance
Maintain organized and functional testing and work areas. Test new product samples and contribute detailed reports for team review. Provide technical insights to support cross-functional projects. Assist with IT-related tasks to ensure smooth operations across the office.
Who you are:
Experience:
Prior experience in customer service, technical support, or a related role is a plus. Technical Skills:
Proficiency with ticketing systems such as Zendesk (preferred). Familiarity with office tools and platforms like Microsoft Office, Teams, or similar. Knowledge of consumer electronics or similar devices for troubleshooting purposes.
Soft Skills:
Strong communication and interpersonal abilities. Organized, detail-oriented, and able to work both independently and in a team. Willingness to learn and adapt to new technologies.
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.
Customer Support Handle support tickets, calls, and messages to provide timely and effective assistance. Document customer issues and resolutions in accordance with company guidelines. Respond to customer feedback and inquiries to maintain a positive experience. Assist with updating product pages, FAQs, and other support resources.
Quality Assurance
Process product returns and replacements efficiently. Perform product testing to identify and troubleshoot reported issues. Collaborate with internal teams to ensure prompt resolution of technical concerns.
General Support and Maintenance
Maintain organized and functional testing and work areas. Test new product samples and contribute detailed reports for team review. Provide technical insights to support cross-functional projects. Assist with IT-related tasks to ensure smooth operations across the office.
Who you are:
Experience:
Prior experience in customer service, technical support, or a related role is a plus. Technical Skills:
Proficiency with ticketing systems such as Zendesk (preferred). Familiarity with office tools and platforms like Microsoft Office, Teams, or similar. Knowledge of consumer electronics or similar devices for troubleshooting purposes.
Soft Skills:
Strong communication and interpersonal abilities. Organized, detail-oriented, and able to work both independently and in a team. Willingness to learn and adapt to new technologies.
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.