Inside Service Technician

TECHNICAL SUPPORT REPRESENTATIVE - REMOTE

Primarily responsible for granting authorizations to technicians in the field, troubleshooting with customers and diagnosing defects via pictures and/or phone. Adjudicate, investigate and/or deny claims by verifying submitted information, coverage issued, and other pertinent information. Identify claims of a potentially fraudulent nature and refer to management for review.

MINIMUM QUALIFICATIONS

High School Diploma or equivalency

10+ years of experience repairing consumer grade appliances, electronics or furniture

Industry Certification is a plus

PRIMARY JOB FUNCTIONS

• Troubleshoot unit operation with customers on the telephone in hopes of getting a phone fix or which part to order.
• Determine warranty eligibility and/or part(s) needed by looking at pictures of the defect and/or the customer.
• Handle Customer Service Questions or transfer call to appropriate numbers.
• Confirm customer understanding of the solution and provide additional customer education as needed.
• Strategic thinker; able to develop new ways to diagnose product defects without having to send a technician.

SKILLS & COMPETENCIES REQUIRED

• Requires some knowledge of a specialized function or skill
• Developing real trade craft and skills
• Excellent customer service experience
• Strong verbal and written communication skills
• Ability to multi-task
• Proficient in MS Office (Word, Excel, Outlook)
• Proficient with Internet Explorer.