Job Description
Job Description
***This job will be located in Lewisville, TX***
As an Entry-Level Customer Service Representative at Pratica, you will be the first point of contact for customers requesting equipment assistance. Your role will include triaging technical calls, perform initial troubleshooting, and accurately capture detailed
information to open service tickets. If the issue is not resolved at Tier 1, you will escalate cases to internal technical
specialists for further diagnostics and service scheduling. This position requires the ability to manage a high volume of calls daily, multitask
effectively, and handle customer frustrations with patience and professionalism while ensuring follow-up on open cases until resolution.
Additionally, you will assist with administrative tasks to support the service department’s operational efficiency.
About Us
Pratica Products Inc. (DBA Pratica USA) is the U.S. subsidiary of a leading Brazilian manufacturer of high-speed ovens and commercial kitchen equipment, proudly serving the foodservice industry nationwide since 2015. In addition to sales and distribution, Pratica provides technical assistance for warranty equipment through an internal team of experienced technicians and a network of authorized service companies across the country. We are committed to providing exceptional support to our customers, ensuring their kitchens continue to operate efficiently with minimal downtime.
Key Responsibilities
- Receive direct calls from end customers requesting assistance with their equipment; perform Tier 1 troubleshooting by asking relevant questions, guiding customers through basic tests, and documenting all findings accurately.
- Open and maintain service tickets in the system, ensuring clear, detailed notes for technical escalation when necessary.
- If unable to resolve the issue, escalate calls to internal technical specialists for advanced diagnostics or direct the call to other departments as needed.
- Track open tickets and follow up with customers until issues are fully resolved, maintaining proactive communication throughout.
- Support the service department with document management, data entry, call tracking, and other administrative tasks as assigned.
- Maintain a professional, empathetic, and customer-focused approach, even under pressure and high call volume.
- Work closely with internal technical teams and authorized service partners to ensure seamless issue resolution.
- Stay updated on Pratica’s products, warranty policies, and procedures to provide accurate information to customers.
- Provide feedback to the service manager regarding recurring issues or customer pain points to improve the customer experience.
Required:
- High school diploma or equivalent.
- 18 years or older.
- Excellent verbal and written communication skills in English (Spanish a plus).
- Strong active listening skills and the ability to ask the right questions during technical triage.
- Comfortable with high-volume call environments and multitasking under pressure.
- Basic technical aptitude and willingness to learn about Pratica’s equipment and troubleshooting procedures.
- Proficiency in Microsoft Office Suite and familiarity with CRM or ticketing systems (Zendek is a plus).
- Strong organizational and time management skills.
- A patient, empathetic, and customer-focused mindset.
- Ability to sit or stand for extended periods while using a computer and phone.
- Reliable and punctual, with a strong sense of responsibility.
Preferred:
- 1+ year of experience in customer service, technical support, or administrative support in a call center or technical environment.
- Experience in the commercial kitchen equipment industry or similar technical industries.
- Familiarity with warranty claims processes and service ticket management.
What We Offer
- Competitive Salary
- Training and continuous skill development.
- A collaborative and supportive team environment.
- Opportunities to build technical support and administrative skills.
- The chance to contribute to a company that values excellent customer service and technical reliability.
Company DescriptionPrática Products, a U.S. subsidiary of a leading Brazilian company, has been operating in the U.S. since 2015. We’ve experienced strong growth in the foodservice equipment industry and have ambitious plans for continued expansion in the years ahead.
Company Description
Prática Products, a U.S. subsidiary of a leading Brazilian company, has been operating in the U.S. since 2015. We’ve experienced strong growth in the foodservice equipment industry and have ambitious plans for continued expansion in the years ahead.