Customer Experience Representative

Position Overview

This is a hands-on technical support role, not a scripted help desk position. The Technical Support Representative serves as the first line of support for customers, providing troubleshooting and technical assistance via phone, email, and live chat. This role requires strong problem-solving skills, excellent communication, and the ability to explain technical concepts clearly to both technical and non-technical customers.

You will interact with hundreds of customers nationwide each week, delivering a world-class customer experience while developing deep technical knowledge of all products the company sells and services.

Work Location & Schedule

This position is onsite in Mogadore, Ohio during the introductory period.
After successfully completing the introductory period and passing a knowledge and skills assessment, the employee may be eligible for a hybrid or work-from-home arrangement, subject to performance, reliability, and business needs.

Regular attendance, punctuality, and adherence to the assigned work schedule are required.

Key Responsibilities

• Provide first-call resolution technical support via telephone, email, and live chat
• Diagnose and troubleshoot equipment and product-related issues of varying complexity
• Clearly explain technical processes and solutions in simple, customer-friendly terms
• Maintain accurate and detailed records of customer interactions, issues, resolutions, and follow-up actions
• Collaborate with team members to resolve complex issues and share knowledge across the department
• Use and contribute to internal knowledge base systems while handling customer inquiries
• Proactively expand technical knowledge by reviewing manuals, diagnostics, and trade publications
• Assist with daily operational activities as needed to support company goals and workload balance

Required Qualifications

• Strong customer service and technical support orientation
• Excellent verbal and written communication skills
• Ability to multitask, stay organized, and manage input from multiple sources
• Proficient in Microsoft Word, Excel, and Outlook
• Fast and accurate typing skills
• Comfortable working in a fast-paced environment with constant change
• Detail-oriented with strong problem-solving abilities
• Able to make sound decisions under time pressure
• Professional, confident, and customer-focused demeanor
• High level of integrity, reliability, and accountability
• Team player capable of working independently with a strong sense of ownership

Pay: $18.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Work Location: Hybrid remote in Mogadore, OH 44260