Technical Support Agent

Technical Support AgentCirrus is actively looking to build a world-class support team - come be part of the journey! If you are self-motivated, a problem solver can stay ahead of deadlines, and be a team player, continue reading.The Technical Support Agent is responsible for providing fast, effective, and professional support to customers and installers of Cirrus products via phone and email, facilitating a frictionless product experience. They are responsible for diagnosing and resolving product issues.Cirrus Core Values: What we look for in a teammate.Bring Passion: We take pride in our work and bring our BEST to all interactions with our customers and teammates. We encourage rigorous discourse to improve the customer experience each and every day.Remove Friction: Eliminate roadblocks in the way of smooth operations by promoting and embracing changes geared towards making things easier. Be bold! Don't settle for "That's just the way it is."Quality: Quality isn't a catchall phrase. It is an action plan that requires hard work and focus to achieve. Step by step we strive to build quality into everyday processes and products to achieve our collective success.Respect: An individual who communicates and conducts themselves in a polite and positive manner, and encourages others around them to do the same; without judgment of peers regardless of rank, position, age, gender, or race.Winning Takes a Team: Show genuine commitment, be flexible, get involved, be reliable, help and support others, and move our company forward.Innovate Every Day: Have the courage to challenge what is perceived as conventional or typical. Be observant of surroundings and outspoken about ideas and changes that will positively impact people.ResponsibilitiesReceive, assign, and manage support requests via phone or emailTalk with customers to resolve issues through a series of actionsFollow support processes to identify and resolve level 1 support issuesFollow the escalation process to push complex issues to level 2 supportAccurately process and record call transactions using support ticketing softwareTrack tickets through the support process until completion, including appropriate follow-upCreate orders for replacement parts and track returns to ensure that parts are returned per warranty guidelinesAlign performance to assigned KPI goals individually and for your teamPerform additional duties as assignedSkills and QualificationsStrong organizational skills, problem-solving, and attention to detailExceptional phone etiquetteThe ability to manage multiple priorities and be comfortable working under pressureSelf-motivated and able to work in a team environmentAbility to give full attention to what other people are saying, to use logic and reason to identify the strengths and weaknesses of alternative solutionsA basic knowledge of software and hardware for personal computers and smartphonesA technical mindset with a passion to learn about and understand our productExcellent written and verbal communication skills to deal effectively with internal and external contactsKnowledge of customer service principles and practicesAbility to learn new skills, software, hardware, and repair processesInnovative thinker who is positive, proactive, and readily embraces changeEducation and ExperienceHigh school diploma or equivalent requiredCustomer Service/Support, Communications, or electronics field a plusPhysical RequirementsMust be able to sit for long periods of timePosition requires use of headset/microphoneAbility to lift, carry, and move up to 50 lbsCompensationHourly, non-exempt