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Johnson Outdoors · 2 weeks ago

Customer Service Technical Support Representative

United States

Full-time

Remote

New Grad, Entry Level

Johnson Outdoors is a company that provides technical and sales support for their products. The role involves assisting consumers, dealers, and sales representatives with post-sale and pre-sale support, troubleshooting, and maintaining product quality documentation.

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Responsibilities

Provides post-sale support to consumers and retail channel partners in the form of trouble-shooting advice to install and repair product or direct them to a qualified repair facility. Enter orders for replacement parts, finished products, repair authorizations, and facilitate returns process during or after the warranty period. Documents the interaction in the appropriate computer application to help drive continuous improvements in process and product quality

Responds to inquiries, resolves routine issues (referring more difficult problems upward, if necessary), and educates and acts as a resource on company products via phone, email and other methods as appropriate. Documents inquires, issues and resolutions, and education provided as required

Provides pre-sale support to consumers and retail channel partners in the form of product selection based upon the application and desired features, installation and rigging, promotions, product availability, pricing, and where to purchase. Documents the interaction in the appropriate computer application to help drive continuous improvements in process and product quality

Executes routine reports and independently creates reports to support department activities. Demonstrates proficiency in supporting the minimum amount of product families as identified by each Johnson Outdoors brand. Maintains and monitors personal performance metrics to ensure department KPI’s (key performance indicators). Strives for continuous improvement

Issues return and repair authorizations as necessary

Performs other duties as assigned

Qualification

Technical supportTroubleshootingCustomer serviceReport creationCommunication skills

Required

Provides technical and sales support to consumers, dealers and sales reps to ensure efficient and accurate quality service relating to our products, their software, features and functions

Provides post-sale support to consumers and retail channel partners in the form of trouble-shooting advice to install and repair product or direct them to a qualified repair facility

Enter orders for replacement parts, finished products, repair authorizations, and facilitate returns process during or after the warranty period

Documents the interaction in the appropriate computer application to help drive continuous improvements in process and product quality

Documents inquiries, issues and resolutions, and education provided as required

Executes routine reports and independently creates reports to support department activities

Demonstrates proficiency in supporting the minimum amount of product families as identified by each Johnson Outdoors brand

Maintains and monitors personal performance metrics to ensure department KPI's (key performance indicators)

Strives for continuous improvement

Issues return and repair authorizations as necessary

Performs other duties as assigned