Technical Support Representative

About the role

Hydrafacial is a global category-creating company focused on bringing innovative products to market and delivering beauty health experiences by reinventing our consumer's relationship with their skin, their bodies and their self-confidence. Every person here is a key player in our success. We are firm believers in making the little things count each day so the big things will follow. If this sounds like you, come check us out! This is the perfect opportunity to work with some of the best leaders in the industry while you gain the global and strategic experience to add to your professional toolbox. Job Description: The Technical Support Representative will work with internal and external customers to provide support, resolve issues, and ensure a positive customer experience. This role focuses on troubleshooting, case management, and customer support rather than advanced technical engineering work.

Responsibilities

• Primary Responsibilities:
• Appropriately action daily reports and provide status updates in a timely manner
• Keeping meticulous records and technical support logs, follows established company procedures and but not limited to solving problems over the phone.
• Gather and provide examples current trends to share with other stakeholders to identify and implement improvements for manufacturing and education.
• Potential to train internal associates as well as stakeholders in external markets
• Interacting with and providing support to stakeholders across the globe
• Handling multiple channels of inquires specific to escalations
• Handling of escalations that require rigorous and meticulous troubleshooting as well as escalated customer complaints
• Troubleshoot complex issues.
• Providing expedited support for prioritized cases
• Diagnose or validate errors or technical problems and determine proper solutions.
• Provide senior guidance and approval to request field service or create Return Material Authorizations (RMAs) and track RMAs until back in house to confirm proper receipt of the equipment to the appropriate department.
• Arranges for repair of equipment as well as sends out loaners (as necessary) if troubleshooting fails
• Tracking onsite equipment repair, including collaboration with the Repair team to ensure there is no unnecessary delay
• Providing Daily/Weekly audits to maintain accuracy in documentation
• Additional duties as assigned by Manager.
• What you need to know:
• Experience/Skills/Education:
• Required:
• High school diploma or GED required
• Customer experience focused
• Detail oriented
• Contact center or help desk background
• Excellent oral / written communication
• Ability to work as a team or independently
• Exceptional technical aptitude with proven experience in electronics, including but not limited to electronic wiring, control boards, I/0 boards
• Occasionally able to lift to 20lbs
• Desired:
• Works on side projects designed to improve business operations and efficiency
• Basic to Intermediate skills in Excel and Smartsheet applications
• Bilingual (Spanish)
• We mean it when we say you'll LOVE this role.
• Base Pay: $20.00 - $23.00/hour

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