Technical Service Level 1 Agent

Ver-Mac Manufacturing is seeking a motivated and curious Technical Service Level 1 Agent with a strong technical background and high-level English proficiency to provide exceptional customer support for our portable message signs. The ideal candidate will be passionate about technology, eager to understand how our products work, and capable of effectively troubleshooting and resolving customer issues.

Key Responsibilities:

• Customer Support:
  • Provide customer service via phone, email, and chat.
  • Respond promptly to customer inquiries and provide accurate, timely solutions.
  • Guide customers through troubleshooting steps for technical issues with portable message signs.
• Technical Troubleshooting:
  • Diagnose and resolve hardware and software issues with Ver-Mac portable message signs.
  • Escalate complex technical issues to higher-level support or engineering teams as necessary.
  • Document and track all customer interactions, troubleshooting steps, and resolutions in the ticketing system.
• Product Knowledge:
  • Develop a deep understanding of Ver-Mac portable message signs, including their hardware, software, and functionality.
  • Stay up-to-date with new product releases, updates, and technical documentation.
• Customer Education:
  • Educate customers on product features, best practices, and maintenance procedures.
  • Create and update technical support resources, such as FAQs, guides, and troubleshooting documentation.
• Team Collaboration:
  • Work closely with the technical service team to share knowledge and improve support processes.
  • Participate in regular training sessions and team meetings.

• Technical Background: Experience in technical support, electronics, or a related field.
• Customer Service Skills: Excellent communication skills in English, both written and verbal. Proven ability to provide high-level customer service.
• Problem-Solving Ability: Strong analytical skills and a curious mindset, with a desire to understand how things work and find effective solutions.
• Technical Proficiency: Familiarity with troubleshooting hardware and software issues. Knowledge of portable message signs or similar technology is a plus.
• Organizational Skills: Ability to document and track customer interactions and technical issues efficiently.
• Team Player: Willingness to collaborate with team members and contribute to a positive team environment.

Education and Experience:

• A degree or certification in a technical field (e.g., electronics, IT, engineering) is preferred.
• Previous experience in a technical support or customer service role is advantageous.

• Salary : To discuss ;
• Schedule : Monday to Friday : 8am to 4:30pm;
• Sick Leave Avalaible; 
• Competitive salary and benefits package.
• Free parking; 
• Remote working available (4 days a week); 
• Opportunities for professional development and career growth.
• A dynamic and supportive work environment.