Job Description
Job Description
Tech Support Representative
W2 Contract to Hire
Hybrid, Long Beach, CA 90806
$20-23.50/hr + Benefits
In Office Tuesday & Wednesday (6am-3pm).
Remote Thursday, Friday (6am-3pm) & Saturday (9am-6pm)
Key Responsibilities
- Review and take action on daily reports, providing timely status updates as needed.
- Maintain accurate technical support logs and detailed records while following established company procedures. This includes troubleshooting and resolving issues, including assisting customers over the phone.
- Collect and share examples of current trends with internal stakeholders to help identify opportunities for improvements in manufacturing and education.
- Potentially train internal associates and external stakeholders in different markets.
- Provide technical support to stakeholders across global regions.
- Manage multiple support channels for inquiries related to escalations.
- Handle escalated issues and customer complaints that require detailed troubleshooting and resolution.
- Troubleshoot complex technical issues and determine appropriate solutions.
- Provide expedited support for prioritized cases.
- Diagnose and validate technical problems or errors, identifying the proper path to resolution.
- Provide senior-level guidance and approval for field service requests or the creation of Return Material Authorizations (RMAs), and track RMAs until equipment is received back in-house and routed to the appropriate department.
- Coordinate equipment repairs, including sending loaner equipment when necessary if troubleshooting does not resolve the issue.
- Track onsite equipment repairs and collaborate with the Repair team to prevent unnecessary delays.
- Conduct daily and weekly audits to ensure documentation remains accurate and complete.
- Perform additional duties as assigned by the manager.
What You Bring
Required Qualifications:
- High school diploma or GED required
- Strong customer experience focus
- High level of attention to detail
- Background in a contact center or help desk environment
- Excellent written and verbal communication skills
- Ability to work independently or as part of a team
- Strong technical aptitude with proven experience in electronics, including areas such as electronic wiring, control boards, and I/O boards
- Ability to occasionally lift up to 20 lbs
Preferred Skills
- Experience working on side projects aimed at improving business operations and efficiency
- Basic to intermediate proficiency in Excel and Smartsheet
- Bilingual in Spanish
TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.