Technical Support Representative

Job Description

Job DescriptionWe are looking for an entry-level Technical Support Representative to join our team. This position provides over-the-phone and email support to customers experiencing issues with our equipment. No prior technical support experience is required — full training will be provided on our machines, parts, and troubleshooting processes.
The ideal candidate is dependable, comfortable communicating with customers, willing to learn, and able to use problem-solving skills to work through technical issues.
Responsibilities

• Provide over-the-phone technical support and troubleshooting to customers.
• Learn each of our machines, their components, and how they operate.
• Ask appropriate troubleshooting questions to identify and diagnose equipment issues.
• Determine potential causes of equipment failures and recommend appropriate replacement parts when necessary.
• Walk customers through basic repairs and part replacements over the phone.
• Provide instructions via email when additional guidance is needed.
• Accurately document customer accounts with troubleshooting steps performed, findings, recommendations, and resolutions.
• Review previous account notes and equipment history when assisting customers.
• Communicate with other Technical Support and Customer Service team members when additional assistance or follow-up is needed.
• Follow established troubleshooting procedures while developing a strong understanding of the equipment.
• Provide professional and helpful customer service throughout each interaction.
• Follow up with customers when necessary to ensure issues have been resolved.
• Maintain accurate and organized records of customer interactions.
• Participate in ongoing training as products, parts, and troubleshooting procedures are updated.
• Perform additional Customer Service or Technical Support duties as needed.

What We're Looking For

• Strong willingness to learn and retain new information.
• Comfortable speaking with customers over the phone.
• Basic customer service and communication skills.
• Ability to listen carefully, ask questions, and work through problems step-by-step.
• Good attention to detail and documentation skills.
• Basic computer skills and ability to learn internal systems.
• Ability to work independently while also knowing when to ask the team for assistance.
• Dependable attendance and punctuality.
• Positive attitude and willingness to continuously learn.
• No previous technical experience required. Training will be provided.

Position DetailsSchedule: Monday–Friday, 8:00 AM–5:00 PMLocation: In-office position
Starting Pay: $18.00/hour
Experience Level: Entry Level
How to Apply:Apply Online: www.applyregal.com For questions, please visit our Carrollton Branch:
2410 Luna Rd, Suite 180, Carrollton, TX