Call Center Tech Support
52 Discovery Irvine, CA 92618 US
Job Description
Job Summary:
The Technical Support Representative is responsible for the call intake portion for Customer feedback and Returned Material Approval (RMA) process. Call intake includes detailed documentation of all aspects of the customer interaction and solution. Additional duties include follow-up for repair & replacement requests, confirmation of repair fees and logistics activities. Customers supported include internal and external customers (biomedical and other hospital personnel).
Duties & Responsibilities:
· Promptly document all customer complaints, service requests & other customer feedback per the Quality System.
· Enter all feedback and requests into reporting systems (Salesforce.com)
· Create and Issue RMAs to customers and create Orders in ERP system for replacement product.
· Follow-up on repair/replacement orders and customer shipments of reported material.
· Perform all other duties as assigned or required.
Minimum & Preferred Qualifications and Experience:
Minimum Qualifications:
· Minimum 1 year related experience in a call center/customer support.
· Must be a self-starter, a "hands-on" individual who enjoys challenges and is dedicated to getting the job done with minimal support and direction.
· Must be comfortable using a PC and be able to effectively use various MS Office applications.
· Must be able to effectively communicate (reading, writing & speaking) in English.
Preferred Qualifications:
· Experience with general use of Customer Relationship Management applications (e.g. Salesforce.com)
· Experience with general use of ERP & Ordering systems.
Education:
Administrative degree or technical experience preferred.
Meet Your Recruiter
Nina McCann
On-Site Manager
A native to Orange County, Nina’s staffing career began in 2006 placing quality engineering candidates with distinguished companies as a successful recruiter and client manager. Nina specializes in recruiting for mechanical and electrical engineers in all industries from aerospace, medical device and manufacturing. She understands the engineering programs and importance of matching specific technical skills for position success. Her strong connections within the industry have been vital in her success. Nina’s excitement in placing engineers is due to the direct impact the products have on people’s lives: Everything we touch has been engineered in one form or another. She currently works as an on-site manager at a prominent medical device company.
Outside of work, Nina has been a dedicated volunteer to local nonprofit organizations for the past 15 years. She also enjoys being outdoors, hiking and spending time with her three children.