Role description
Technical Support Agent
Cirrus Systems, Inc.The Role
Cirrus 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
Responsibilities
Receive, assign, and manage support requests via phone or email
Talk with customers to resolve issues through a series of actions
Follow support processes to identify and resolve level 1 support issues
Follow the escalation process to push complex issues to level 2 support
Accurately process and record call transactions using support ticketing software
Track tickets through the support process until completion, including appropriate follow-up
Create orders for replacement parts and track returns to ensure that parts are returned per warranty guidelines
Align performance to assigned KPI goals individually and for your team
Perform additional duties as assigned
Skills and Qualifications
Strong organizational skills, problem-solving, and attention to detail
Exceptional phone etiquette
The ability to manage multiple priorities and be comfortable working under pressure
Self-motivated and able to work in a team environment
Ability to give full attention to what other people are saying, to use logic and reason to identify the strengths and weaknesses of alternative solutions
A basic knowledge of software and hardware for personal computers and smartphones
A technical mindset with a passion to learn about and understand our product
Excellent written and verbal communication skills to deal effectively with internal and external contacts
Knowledge of customer service principles and practices
Ability to learn new skills, software, hardware, and repair processes
Innovative thinker who is positive, proactive, and readily embraces change
Education and Experience
High school diploma or equivalent required
Customer Service/Support, Communications, or electronics field a plus
Physical Requirements
Must be able to sit for long periods of time
Position requires use of headset/microphone
Ability to lift, carry, and move up to 50 lbs
Compensation
Hourly, non-exempt