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Wavetronix · 4 months ago

Product Support Technician

Springville, UT

Full-time

Onsite

New Grad, Entry Level

$19/hr - $28/hr

Wavetronix is a leader in radar in the Intelligent Traffic Industry, seeking a skilled and motivated individual to join their support team as a Product Support Technician. The role involves providing technical support to customers, ensuring satisfaction, and promoting effective use of Wavetronix products.

Consumer ElectronicsHardwareInformation TechnologyLogisticsRoboticsVirtual Reality

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Provide world-class support for Wavetronix products on the phone, via email, and in person

Document and track all customer interactions in CRM, including cases, activities, and communication

Track and update RMAs providing reports/updates to customers and internal teams

Demonstrate expert-level knowledge of all Wavetronix products, including hardware, software, drivers, and licenses

Master installation, configuration, and troubleshooting of Wavetronix products

Provide support for on-site installation/configuration of products and diagnose technical errors or problems, either over the phone, via email, or in person

Document processes, produce detailed trip reports, and maintain CRM knowledge base

Collaborate with the team, share information across the organization, and ensure final resolutions for support issues

Comprehend customer requirements, make appropriate recommendations, and escalate support issues when necessary

Provide technical training on products to customers, both in the field and in-office

Work flexible shifts, adapt workflow to changing project schedules, and travel to multiple locations

Build positive relationships with customers and provide excellent customer support

Vet customers for access to the Wavetronix customer portal, assign access levels, and update accurate information in CRM

Maintain an expert-level understanding of Dynamics 365 Customer Service

Possess strong written and verbal communication skills

Collaborate actively in a team-oriented environment to accomplish shared goals and support cross-functional initiatives

Communicate proactively and professionally with team members and managers to ensure alignment, share updates, and resolve issues

Participate in ongoing training and development opportunities to enhance personal growth, improve job-related skills, and contribute to team success

Perform other duties, tasks, and responsibilities, including as listed in GlassFrog, and support other teams as assigned, which may fall outside the essential duties and responsibilities

Qualification

Technical support experienceDynamics 365 Customer ServiceTroubleshooting skillsTechnical degreeCertificationsNetworking conceptsCommunication skillsTeam collaborationOrganizational skillsSelf-motivated

Required

Previous experience in a similar technical support role

Strong technical background with a technical degree or certifications

IMSA Signal Technician Level I or Level II (Field) a plus but not required

Excellent problem-solving and troubleshooting skills

Proficiency in using CRM systems, preferably Dynamics 365 Customer Service

Knowledge of networking concepts

Exceptional written and verbal communication skills

Ability to work independently and within a team

Willingness to travel to multiple locations as required

Self-motivated and driven to achieve customer satisfaction

Strong organizational and time management skills

Company

Wavetronix

Wavetronix is a radar traffic detection tool company.

Founded in 2000

Provo, Utah, USA

201-500 employees

http://www.wavetronix.com

H1B Sponsorship

Wavetronix has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (1)