Job Description
This position is onsite in Middlesex County and supports customers, distributors and partners. It will require hardware industry experience handling Return Material Authorization (RMA). This includes a structured workflow for customer request, authorization/troubleshooting, return shipping, inspection, and final resolution.
Our client is a global technology company working in some of the most exciting areas where humans and technology intersect. This is a well-run, growing business whose products are used by Fortune 100 companies, major banks, tech giants, and government bodies.
The company is a market leader in hardware and software with a 20 year track record. Support is a great team with an experienced leader. Some of the job responsibilities include..
- Own and manage RMA cases end-to-end, from initiation through closure
- Ensure clear, timely, and professional communication with customers throughout the RMA lifecycle.
- Entry and response of support incident in tracking system (Salesforce).
- Triage support requests and escalate to the next tier in a timely manner.
- Ability to troubleshoot system problems based only on the verbal or written information provided by the customer.
This is a company that hires people, not resumes :) The soft skills matter and from the top down, the company values people that deepen relationships with each interaction.