Technical & Customer Support Representative

Role & responsibilities

• Provide a full range of customer service and technical support for products in a prompt, efficient, and professional manner.
• Install software programs and troubleshoot operating systems, software, hardware, email, modem, and home networking issues.
• Understand customer needs and recommend appropriate, effective solutions.
• Diagnose PC hardware, software, OS, internet/IP, cable modem, and cabling issues across Windows and Macintosh platforms.
• Maintain accurate problem-call tracking using the helpdesk ticketing system.
• Troubleshoot and escalate advanced technical issues to higher-level support teams when necessary.
• Prepare and process work orders for maintenance requests, determine if field visits are required, and ensure appropriate follow-up procedures are completed.
• Follow up on all daily shipments to ensure on-time dispatch.
• Accept, verify, and process paperwork for incoming customer returns as per standard procedures.
• Receive incoming shipments and coordinate filing of receipts, freight bills, and invoices with the accounting department.
• Adhere to standard packaging procedures, including weight, dimensions, pallet requirements, and carrier regulations.
• Make recommendations for packaging improvements to meet carrier and compliance guidelines.
• Perform accurate data entry, maintain up-to-date system information, and ensure documentation integrity.
• Stay updated on new technologies, products, tools, and support methodologies.
• Review reasons for customer returns/complaints and implement corrective actions.
• Ensure regular, consistent, and punctual attendance; must be able to work nights, weekends, variable schedules, and overtime as required.
• Consistently achieve or exceed defined performance expectations (KPI/MPS).
• Perform other duties and responsibilities as assigned.

Preferred candidate profile

• Deliver best-in-class technical support with a focus on customer satisfaction, consumer trends, and continuous improvement.
• Respond to technical queries from customers and identify root causes with appropriate corrective actions.
• Process warranty, RMA, and spare-parts orders efficiently and accurately.
• Manage warranty service jobs, including scheduling labour and dispatching materials.
• Build and maintain strong relationships with service agents; authorize service invoices and resolve disputes.
• Liaise closely with internal departments on technical policies, processes, and product training. Assist in planning and organizing technical training requirements for customer service teams. Ensure all incoming technical calls and emails are handled promptly and professionally.
• Provide technical literature, product information, and documentation to customers as needed.