Technical Support Tier 1 Agent

Technical Support Tier 1 Agent

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Located in Ashland City, TN

Salary: $17 / Hour

Job Description:

Express Employment Professionals of Clarksville and Dickson are currently seeking reliable, experienced, and efficient candidates for a Tier 1 Technical Support to provide technical/troubleshooting assistance, general product information for a Water Heater Manufacturing Facility, warranty assistance, and parts order processing which requires basic product knowledge of water heaters. Primarily works with homeowners and one-unit applications. Customers are general contractors, service professionals, facility maintenance personnel, architects, engineers and other professionals responsible for ensuring equipment is ordered, installed, maintained, and functional. Technical Support Tier 1 work to assist callers in repair rather than replacing equipment. Product specific paid training is provided. This position will pay $17.00 per hour, and the hours are Mon – Friday 7:00am – 3:00pm and Saturday rotationally. 

SPECIFIC DUTIES/ACCOUNTABILITIES (List in order of importance)

• Provides world class customer service in a fast-paced customer service center (an average of 60 customer contacts per day) which includes:
• Answering incoming calls and emails , as well as following up on previous issues with customers solving electric and gas water heater equipment issues,
• Documenting call, installation, and product information.
• Researching product/part information, inputs/documents, and maintains/updates records using multiple web-based systems.
• Remains educated and up to date on current and new products with technical aspects of water heaters and related equipment.
• Assess caller’s abilities and refer non-service professionals to service providers when needed while following warranty processes.
• Makes warranty-related decisions for water heating and related equipment approx. $1500.
• Provides specification information for callers considering purchase including size and related equipment information based on end-user needs.
• Refers callers for purchasing as needed.
• Inputs product registrations.
• Serves as the first contact our customers and potential customers. It is critical to communicate effectively and accurately with consumers while maintaining a professional image and customer-friendly disposition.
• Perform other duties as assigned.

Qualifications:

• Capable of lifting up to 20 lbs.
• High school diploma or equivalent
• 1 year of Customer Service experience
• Software and hardware operation as well as keyboard
• Demonstrated proficient verbal and written communication skills.
• Demonstrated troubleshooting and problem-solving skills
• Personality is key to this position
• Maintains executive level of computer skills
• Capable of sitting all-day
• Possesses multi-tasking, time management, and organizational
• Pays attention to details
• Capable of maintaining an attendance record within Company guidelines

Please apply online at www.expresspros.com and submit your completed application to the Dickson(Clarksville) location or Click here to request an interview or come see us!

Express Employment Professionals

2509 D Wilma Rudolph Boulevard

Clarksville, TN 37040

931-802-5585

Express Employment Professionals 

432 Highway 46 South 

Dickson, TN 37055 

615-441-8898

About Us:

Express Employment Professionals can help you find a job that is a good fit for your needs and abilities, and you’ll never pay a fee for our services and support. As one of the leading staffing companies in North America, Tennessee, and the Clarksville/Dickson area, we’re ready to help you take the next step in your career. Whether you are ready for a full-time position, looking for part-time work, or want a more flexible schedule, Express has a wide range of jobs available including Administrative, Light Industrial, Skilled Trades, and Professional positions.

Express Employment Professionals is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all people and to hiring and promoting individuals solely based on their qualifications for the job.

Express Office: Dickson (Clarksville)

432 Highway 46 South

Dickson, TN 37055

Email us

Apply Now

Technical Support Tier 1 Agent

Share

Located in Ashland City, TN

Salary: $17 / Hour

Job Description:

Express Employment Professionals of Clarksville and Dickson are currently seeking reliable, experienced, and efficient candidates for a Tier 1 Technical Support to provide technical/troubleshooting assistance, general product information for a Water Heater Manufacturing Facility, warranty assistance, and parts order processing which requires basic product knowledge of water heaters. Primarily works with homeowners and one-unit applications. Customers are general contractors, service professionals, facility maintenance personnel, architects, engineers and other professionals responsible for ensuring equipment is ordered, installed, maintained, and functional. Technical Support Tier 1 work to assist callers in repair rather than replacing equipment. Product specific paid training is provided. This position will pay $17.00 per hour, and the hours are Mon – Friday 7:00am – 3:00pm and Saturday rotationally. 

SPECIFIC DUTIES/ACCOUNTABILITIES (List in order of importance)

• Provides world class customer service in a fast-paced customer service center (an average of 60 customer contacts per day) which includes:
• Answering incoming calls and emails , as well as following up on previous issues with customers solving electric and gas water heater equipment issues,
• Documenting call, installation, and product information.
• Researching product/part information, inputs/documents, and maintains/updates records using multiple web-based systems.
• Remains educated and up to date on current and new products with technical aspects of water heaters and related equipment.
• Assess caller’s abilities and refer non-service professionals to service providers when needed while following warranty processes.
• Makes warranty-related decisions for water heating and related equipment approx. $1500.
• Provides specification information for callers considering purchase including size and related equipment information based on end-user needs.
• Refers callers for purchasing as needed.
• Inputs product registrations.
• Serves as the first contact our customers and potential customers. It is critical to communicate effectively and accurately with consumers while maintaining a professional image and customer-friendly disposition.
• Perform other duties as assigned.

Qualifications:

• Capable of lifting up to 20 lbs.
• High school diploma or equivalent
• 1 year of Customer Service experience
• Software and hardware operation as well as keyboard
• Demonstrated proficient verbal and written communication skills.
• Demonstrated troubleshooting and problem-solving skills
• Personality is key to this position
• Maintains executive level of computer skills
• Capable of sitting all-day
• Possesses multi-tasking, time management, and organizational
• Pays attention to details
• Capable of maintaining an attendance record within Company guidelines

Please apply online at www.expresspros.com and submit your completed application to the Dickson(Clarksville) location or Click here to request an interview or come see us!

Express Employment Professionals

2509 D Wilma Rudolph Boulevard

Clarksville, TN 37040

931-802-5585

Express Employment Professionals 

432 Highway 46 South 

Dickson, TN 37055 

615-441-8898

About Us:

Express Employment Professionals can help you find a job that is a good fit for your needs and abilities, and you’ll never pay a fee for our services and support. As one of the leading staffing companies in North America, Tennessee, and the Clarksville/Dickson area, we’re ready to help you take the next step in your career. Whether you are ready for a full-time position, looking for part-time work, or want a more flexible schedule, Express has a wide range of jobs available including Administrative, Light Industrial, Skilled Trades, and Professional positions.

Express Employment Professionals is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all people and to hiring and promoting individuals solely based on their qualifications for the job.

Express Office: Dickson (Clarksville)

432 Highway 46 South

Dickson, TN 37055

Email us

Apply Now

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